You wouldn’t eat a PB&J without the bread, right? Or a grilled cheese sans cheese?
Scorecards are an essential ingredient to Playvox QA, and should be carefully thought out to reflect your company’s core values. They are the rubric that Analysts, Team Leaders, and Managers use to evaluate agent interactions with customers, to provide feedback, and to build a sense of trust and consistency within your company. In this article, we’ll get familiar with the anatomy and features of a scorecard.
Intro to Scorecards
At Playvox, you can create a Scorecard from scratch, or by using one of our existing templates for Chat, Email, or Phone interactions. Quality Analysts, Managers, or Team Leaders (or other agents if you choose to enable Playvox’s Peer Review) will then choose from the library of scorecards that you’ve created when evaluating agent/customer interactions.
Remember doing those Outlines in English class with Roman Numerals and letters? You start with the most important theme, then get more and more specific. Keep that idea in mind as you draft your Scorecard.
(ask for artwork here?)
Sections are broad themes that align with your company’s values. For example, at Playvox we believe you should “Be a Good Human”. A Section that could reflect that value may be Soft Skills.
Questions pinpoint specific goals within Sections. These will be assigned points for scoring purposes. Going back to our first example, we could ask “Did the agent greet the customer in a friendly manner?” or “Was the agent empathetic when trying to understand the customer’s issue?”
Responses give Evaluators options when scoring questions. For example “Yes”, “No”, or “N/A”. In response to the question, “How was the agent’s demeanor?” you may also have answers like “Excellent” “Satisfactory” or “Needs Improvement”. Playvox leaves your options open when deciding what fits your company the best!
Points are associated with responses. These can be weighted by section if your company would like to place special importance on an aligning value.
Custom field comments or questions. These fields give you an opportunity to go into even more detail with your analysis. They are not assigned points, but can be captured and tracked for analysis.
Check out these features to customize your scorecard even more! With Playvox Scorecards you can:
Adjust the number of sections and questions. Go wild! Or stay the course. You have the option of creating as many sections and questions as you choose.
Pre-check responses by analysts. You can configure scorecards to default to the 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 within one scorecard, or if you wish to add an approval step before the evaluation is sent to an agent.
Fail Section. The truth is - some questions are just more important than others. You may have standards that are mandatory behaviors in order to align with your company’s values and goals. In this case, select the option called Fail Section if that action isn’t met.
Fail Section & Evaluation. This question is crucial. So crucial that - if failed - will not only fail the section, but the entire evaluation. A zero will be given for the section (other sections will keep their earned values), and the overall QA score will go to 0%.
Fail All. Ok, this one is really, really important. Whatever question it is that makes or breaks your company values must hold a lot of weight. When an agent fails to comply with this really, super-duper important question, the point values for all sections (the entire scorecard) go to zero, and the overall QA score will go to 0%.
Custom fields not scored. Curious about something else, but don’t want it to be scored? Use this feature if you wish to capture extra information during an evaluation. It won’t be scored, but you can track and report against it in the system.
“N/A” Answer. Quality Analysts can select “N/A” as a question response to omit the points from the overall score. Playvox will automatically adjust the static score total and the percent total against your goal accordingly.
Now that you’ve got the general idea, let’s go ahead and create that first scorecard! Read Creating Scorecards: Getting Started to… well… get started!
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