QA Evaluation Scoring
- Stephanie Kussrath
Objective
The purpose of this SOP is to outline Quality Assurance procedures for scoring Customer Support tickets.
Agent QA Teams
Average below 90 = 10 scored per month.
Average above 90 = 5 scored per month.
Chat and Phone Evaluation - 25 Total Points | ||
|---|---|---|
Question | Answer | Points |
1.1 Did the agent greet the customer appropriately? | Yes | 1 |
No | 0 | |
1.2 Did the agent properly verify customer and/or contact information? | Yes | 1 |
No | 0 | |
1.3 Did the agent use the customer's name to personalize the interaction? | Yes | 1 |
No | 0 | |
2.1 Did the agent actively listen to the customer's concerns without interrupting? | Yes | 2 |
No | 0 | |
2.2 Did the agent acknowledge the customer's emotions and show empathy? | Yes | 2 |
No | 0 | |
2.3 Clarity: Was the agent’s communication clear and concise? | Yes | 1 |
No | 0 | |
2.4 Did the agent follow the Customer Experience Policy for interaction handling? | Hold Time | 1 |
Transfer Etiquette | 1 | |
3.1 Did the agent ask relevant and probing questions? | Yes | 1 |
No | 0 | |
3.2 Did the agent follow company procedures? (SOP) | Yes | 3 This will result to hide question 3.3 |
No | 0 This will result to hide question 3.3 | |
N/A | This will result in question 5.3 | |
3.3 Did the agent provide accurate and relevant information? | Yes | 3 |
No | 0 | |
3.4 Was the agent able to provide a solution or escalate appropriately? | Yes | 2 |
No | 0 | |
4.1 Was the customer's issue resolved during the call? | Yes | 3 This will result to hide question 4.2 |
No, but follow-up in an additional channel was warranted | 3 This will result in question 4.2 | |
No | 0 This will result to hide question 4.2 | |
4.2 Did the agent provide a clear explanation of the steps to resolve the issue? | Yes | 2 This will result to hide question 4.3 |
No | This will result in question 4.3 | |
4.3 If no, was a clear follow-up plan communicated to the customer? | Yes | 1 |
No | 0 | |
4.4 Did the agent document the call accurately and thoroughly? | Salesforce task related to correct account/case | 1 |
Disposition | 1 | |
5.1 Did the agent thank the customer for calling? | Yes | 1 |
No | 0 | |
5.2 Did the agent offer further assistance before ending the call? | Yes | 1 |
No | 0 | |
N/A | 0 | |
6.1 Did the agent make a critical mistake? | Yes *Will result in a score of Zero. Leave a detailed explanation) | Will result in a score of Zero |
No | 1 | |
Auto Fail Violations Repeating errors from previous QA assessments. Cancellation of M2 installed or M3 job. Not uploading a Welcome Call recording. Agent used inappropriate language. No follow up with customers on open cases for more than 2 weeks. Client avoidance policy violation. | ||
6.2 Did the agent have background noise?
| Yes | Non-Scoreable question |
No | Non-Scoreable question | |
7.1 Identify any training needs based on this call. | Notes left by QA | Non-Scoreable question |
7.2 Suggestions for improvement. | Notes left by QA | Non-Scoreable question |
| Notes left by QA | Non-Scoreable question |
Email Evaluation - Total Points 23 | ||
|---|---|---|
1.1 Did the agent properly verify customer email address? | Yes | 1 |
No | 0 | |
1.2 Was the SOP followed correctly? | Yes | 4 |
Not followed | 0 | |
Not followed - agent coached 2 or more times | Total evaluation score will result in 0. | |
N/A | This will result in question 1.3 | |
1.3 Did the agent provide the correct information? (This question only results when question 1.2 is answered as N/A) | Correct information given | 4 |
Incorrect information given | 0 | |
1.4 Did the agent document the email accurately and thoroughly? | Salesforce task related to correct account/case | 1 |
Disposition | 1 | |
1.5 Was the agent able to provide a solution or escalate appropriately? | Yes | 2 |
No | 0 | |
2.1 Customer Experience | Positive | 2 |
Negative | 0 | |
2.2 Did the agent follow Customer Experience Policies? | Yes | 2 |
No | 0 | |
3.1. Did the agent make a critical mistake? | Yes | Total evaluation score will result in 0. |
No | 2 | |
Auto Fail Violations Repeating errors from previous QA assessments. Cancellation of M2 installed or M3 job. Not uploading a Welcome Call recording. Agent used inappropriate language. No follow up with customers on open cases for more than 2 weeks. Client avoidance policy violation. | ||
4.1 Identify any training needs based on this call. | Notes left by QA | Non-Scoreable question |
4.2 Suggestions for improvement. | Notes left by QA | Non-Scoreable question |
5 Evaluation Notes | Notes left by QA | Non-Scoreable question |
Case Managment- Total Points 25 | ||
|---|---|---|
1.1 Was the SOP followed correctly? | Yes |
|
Not followed | 0. This will hide question 1.2 | |
Not followed - agent coached 2 or more times | Total evaluation score will result in 0. | |
N/A | N/A This will result in question 1.2 | |
1.2 Did the agent provide the correct information? | Correct information given | 4 |
incorrect information given | 0 | |
2.1 Did the agent follow Customer Experience Policies? | Soft Skills | 1 |
Clear and concise responses(Grammarly) | 1 | |
3.1 Was a Case created in Salesforce? | Yes | 4 |
No | 0 | |
N/A | N/A | |
3.2 Case Management Details. | Case created from correct record. | 1 |
Task was linked to Case. | 1 | |
Case was assigned to correct queue. | 1 | |
Correct information provided in case details. | 1 | |
3.3 Was a Case Assignment created? | Yes | 4 This will result in question 4.5 |
No | 0 This will hide question 4.5 | |
Created but not needed. (Boundary team denied) | 0 This will hide question 4.5 | |
N/A | N/A This will hide question 4.5 | |
3.4 Case Assignment Details | Case Assignment assigned to the correct boundary team. | 1 |
Correct information provided in case details. | 1 | |
4.1 Did the agent make a critical mistake? | Yes | Total evaluation score will result in 0. |
No | 1 | |
5 Evaluation Notes | Notes left by QA | Non-Scoreable question |