Why is Evaluating a Crucial Part of Quality Assurance?
As stated in our blog, “Your quality analysts are responsible for assessing customer service agents’ performance, determining where they’re succeeding or failing, and helping them work to a higher standard...When quality analysts evaluate customer service agents’ performance, they open the door to many potential improvements. Employees can become more satisfied and engaged by their work. In turn, customers will receive a higher standard of service, feel more satisfied and be more likely to return. Everybody wins.”
How Does it Work?
Your platform administrator typically builds and manages a library of scorecards that are used in evaluations. These scorecards appear when a quality analyst starts an evaluation. The typical scorecard contains questions that represent areas for review, such as compliance, customer experience, skill levels, product knowledge, etc. Questions are contained within sections. Each question has a score. You can read more about scorecards here.
Typically, the same evaluator starts and completes the same evaluation. However, we also have a multi-evaluator process where two different individuals review sections or approve the scorecard prior to completion and distribution. You may also choose to enable Peer Reviews if that sounds like a fit for your company. Check out that article here.
Creating a Single Evaluator Evaluation
Let's start an evaluation using a single evaluator. You may go through Interactions or Evaluations to start evaluating.
From an Interaction
Go to Quality > Interactions.
2. Search by Filter, User, or time period.
3. Select the interaction you would like to evaluate.
4. Click Evaluate.
A popup window will appear.
5. Select the User, Team, and Scorecard to be evaluated.
If the interaction is chat or email, you’ll be able to see the dialogue on your left as you evaluate the scorecard.
Note: The interaction card in the left column scrolls as you move down the card. You can also scroll through the interaction card to maintain your place in the interaction text relative to the scoring questions.
If the interaction is from a call recording, click the audio file arrow in the recording card in the left column. You may choose from the following audio speeds: 0.5x, 1.0x, 1.5x, or 2.0x.
6. Skip to the Begin Evaluating section of this article to finish the process.
Go to Quality > Evaluations.
2. Click Start Evaluating.
3. Select the User, Team, and Scorecard to be evaluated. You may also choose to
click the green link that says Start evaluating from an Interaction to do so.
Note: Only Teams associated with the User will appear in the “Team” dropdown menu. Only Scorecards associated with the previously selected Team will appear in the “Scorecard” dropdown menu.
4. Click Evaluate to open the scorecard and begin.
Here’s where the fun begins! Some things to remember (and please refer to our Scorecards articles if you’d like to review):
Each card has a set of questions structured within a section.
Each question has a set of answer options created by the Scorecard administrator.
Each question has a set of points associated with it.
Scroll through the scorecard and select your answers to the questions.
2. Add comments to any question on the scorecard.
3. You can also provide feedback within each section.
4. For Questions configured as Fail section or Fail all:
If the question is labeled Fail section, a wrong answer for that question results in failed scores for all questions in that entire section.
If a question is labeled Fail all, a wrong answer for that question results in failed scores for the entire scorecard.
Please refer to this article to read more about scoring factors.
In addition to providing feedback within each section, you can also provide feedback in the last Feedback Summary field.
5. Type your message where it says “Type something”, and feel free to format your
feedback with the options at the top of the box. The second line of icons allows
you to add links, pictures, documents, video URLs, and tables within the message
itself if this is something that would add value to your feedback.
6. The last field of the scorecard allows you to add files from your computer to your
evaluation. Perhaps you’d like to include your Company’s Handbook to your
feedback section, or maybe your agent scored so well you want to include a
reward (gift certificate to a local restaurant, anyone?)!
7. At the bottom of the screen, you’ll see the following:
Goal: This is what the agent needs to score in order to achieve an evaluation
QA Score: This is what the agent scored based on your evaluation. If this score is higher than the goal, the agent achieved the evaluation!
View Summary: The summary breaks down the total points scored by section as well as the percentage.
Select users to notify: Send an email notification to the agent, team leaders, and/or collaborators involved in the evaluation. Click accept to save your changes.
Save draft: Save the scorecard as a draft if it is incomplete, or you’d like to send it later. Don’t worry if you forget to click save - Playvox will autosave your work upon leaving the page!
Send Evaluation: When complete, click this button!
This scorecard is then sent to the agent and the agent's team leader along with any other collaborators selected in the Users to Notify step. The agent may scroll down to see a detailed or compact view of their results.
(View from agent’s perspective, once completed.)
Creating a Multi-Evaluator Evaluation
Allowing a second evaluator is most commonly used when two content experts fill out separate sections of a scorecard, or if there is an approval step needed before delivery. It also may be beneficial if you would like to use Playvox’s Peer Review option.
Platform administrators can choose this option when building the scorecard.
The first evaluator should first select the Other Evaluator from the dropdown menu.
After the first evaluator completes the scorecard, it is forwarded to the second evaluator. They will receive the following message:
Once the second evaluator completes the evaluation, it will be sent to the agent and any other selected collaborators.
Reassigning an Evaluation
The second evaluator has the option to assign the evaluation to a third evaluator, if necessary. This is useful if the evaluator has workload challenges, is on vacation, or there's a more qualified person to conduct the evaluation.
To reassign an evaluation:
1. Click Assign under the Other evaluator field.
2. Select another person using the dropdown menu.
3. Click Accept to send the notification to the reassigned evaluator.
Great work! You’re an Exceptional Evaluator! Keep up the great work by checking out these related articles: