QA Evaluation Scoring

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

Chat and Phone Evaluation - 25 Total Points
Question	Answer	Points
1.1 Did the agent greet the customer appropriately?	Yes	1
1.1 Did the agent greet the customer appropriately?	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
3.1 Did the agent ask relevant and probing questions?	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
5.1 Did the agent thank the customer for calling?	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
6.1 Did the agent make a critical mistake?	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
6.2 Did the agent have background noise?	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
Evaluation Notes	Notes left by QA	Non-Scoreable question

Email Evaluation - Total Points 23

Email Evaluation - Total Points 23
1.1 Did the agent properly verify customer email address?	Yes	1
1.1 Did the agent properly verify customer email address?	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
2.1 Customer Experience	Negative	0
2.2 Did the agent follow Customer Experience Policies?	Yes	2
2.2 Did the agent follow Customer Experience Policies?	No	0
3.1. Did the agent make a critical mistake?	Yes	Total evaluation score will result in 0.
3.1. Did the agent make a critical mistake?	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

Case Managment- Total Points 25
1.1 Was the SOP followed correctly?	Yes	This will hide question 1.2
	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
1.2 Did the agent provide the correct information?	incorrect information given	0
2.1 Did the agent follow Customer Experience Policies?	Soft Skills	1
2.1 Did the agent follow Customer Experience Policies?	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
3.4 Case Assignment Details	Correct information provided in case details.	1
4.1 Did the agent make a critical mistake?	Yes	Total evaluation score will result in 0.
4.1 Did the agent make a critical mistake?	No	1
5 Evaluation Notes	Notes left by QA	Non-Scoreable question