QA Scorecard
Define and maintain the standard of your customer service experience by implementing a QA Scorecard.
QA Scorecard Benefits
Converts your customer service philosophy into action steps.
Defines the standard for your brand’s customer service experience
Helps ensure consistency in service quality
Uncovers opportunities for team member coaching and development
Helps improve customer satisfaction
Enables leaders to made data-driven decisions
QA Scorecard FAQs
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Nope! But many organizations agree a QA Scorecard can 1. help customer service agents continuously improve, 2. keep service quality consistent, and 3. provide helpful data on your service experience.
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QA Scorecards should include items your brand has defined as important for your ideal customer experience. For that reason, every organization’s scorecard will be different.
Despite this diversity, most QA Scorecard will include whether the issue was properly identified, whether the issue was resolved, the agent's attitude toward the customer, and whether the agent followed correct processes and procedures.
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This will likely depend on the resources you have available to you, but many organizations find every week, or every-other-week is suitable.
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The most common process is to select tickets at random for each of your service agents.