Quality Scorecards are used by Quality Analysts or Managers to evaluate agent interactions with customers.
You can create any number of scorecards on PlayVox:
- by contact channel (phone, email, chat, tickets)
- by team
- by customer interaction type (technical support versus sales).
Quality Analysts can choose among the library of scorecards that you create when evaluating agent / customer interactions.
Components of a Scorecard:
A scorecard structure consists of the following key components:
- Sections within scorecards. Create multiple sections by topic area like 'Skill Level' versus 'Product Competency'.
- Questions within sections. Add questions. These will be assigned points for scoring purposes.
- Responses to questions. Responses are the options available to Quality Analysts when scoring questions.
- Points associated with responses. These can be weighted section by section.
- Custom field comments or questions. These fields are not assigned points but can be captured and tracked for analysis.
Feature considerations when building scorecards:
Each scorecard can be configured with a set of available features. You should consider the use of these features as you build scorecards.
- Number of sections and questions. You will have the option of creating as many sections and questions within a section as you choose.
- Pre-check responses by analyst. You can configure scorecards to default to highest scoring response for each question. This will save QA staff time when filling out the card.
- Second evaluator process. Choose this feature if you have two experts reviewing different sections of a card, or if you wish to add an approval step before the evaluation is sent to an agent.
- Fail Section. Can be applied to a question response whereby the entire section point value is lost. The entire section is failed.
- Fail All. Can be applied to a question response whereby the point values for all sections (the entire scorecard) are lost.
- Custom fields not scored. Use this feature, if you wish to capture information during an evaluation that is not scored but which you can track and report against.
- N/A Answer. Using this feature allows Quality Analysts to check N/A as a question response. In this case, the question will not apply to the overall score and PlayVox automatically adjust the static score total and adjusts the percent total against goal accordingly.
Best Practice considerations when building scorecards:
- Number of sections and questions. You will have the option of creating as many sections and questions within a section as you choose. Best practice is to align score card sections with the flow of the customer interaction, start to finish. This will assure higher efficiency and productivity for analysts scoring interactions.
- Scorecards: Compliance versus Customer Experience versus Productivity. Best practice is often to separate these types of topics by scorecard. Scoring these topics separately by scorecard will allow you to more easily review and analyze the evaluation data.
- Scorecards by customer interaction channel. Best practice is typically to create separate scorecards by channel type. The content and questions may be similar but separating by channels will allow you to more easily review and analyze the evaluation data.
- Note to Quality Managers! You will not be able to edit scorecard factors that change scoring potentials. E.g., points for a question, number of questions that are scored, scoring goals, etc. To maintain the integrity of evaluation data and rankings of quality scores across agents over time, it is important not to change these variables on a scorecard. You will be able to edit content such as language for a question, section titles, etc. that do not affect scoring potentials.
If scoring factors must change, it is best practice to clone the card, make your changes, save the new card, and begin evaluations against the new card. Evaluation data from the new card and old card will remain separate. But available for each card.
Last Edited: 20.03.19