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 - Total Points 33 | ||
|---|---|---|
Question | Answer | Points |
1.1 Did the Agent perform the opening greetings? | Yes | 1 |
No | 0 | |
1.2 Did the agent verify the customer? | Completed | 2 |
Partial | 1 | |
Did not Verify | 0 | |
2.1 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 2.2 | |
2.2 Did the agent provide the correct information? (This question only results when question 2.1 is answered as N/A) | Correct information given | 4 |
Incorrect information given | 0 | |
3.1 Did the agent interrupt or talk over the customer? | Yes | 0 |
No | 1 | |
3.2 Did the agent follow Customer Experience Policies? | Hold time Policies (including periods of silence) | 1 |
Soft Skills | 1 | |
Clear and concise responses (Grammarly) | 1 | |
After Call Work Policy | 1 | |
4.1 Did the agent provide a final resolution? | Yes | 1 |
No, but follow-up in an additional channel was warranted | 1 | |
No | 0 | |
4.2 Did the agent enter disposition notes? | Yes | 2 |
No | 0 | |
5.1 Was the Salesforce task related to an account? | Yes | 2 |
No | 0 | |
N/A | N/A | |
5.2 Was a Case created in Salesforce? | Yes | 4 This will result in question 5.3 |
No | 0 This will result to hide question 5.3 | |
N/A | This will result to hide question 5.3 | |
5.3 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 | |
5.4 Was a Case Assignment created? | Yes | 4 |
No | 0 This will result to hide question 5.5 | |
Created but not needed. (Boundary team denied) | 0 This will result to hide question 5.5 | |
N/A | This will result to hide question 5.5 | |
5.5 Case Assignment Details | Case Assignment assigned to the correct boundary team. | 1 |
Correct information provided in case details | 1 | |
6.1 Did the agent make a critical mistake? | Yes | Total evaluation score will result in 0. |
No | 1 | |
6.2 Was the CSAT score warranted? | Yes | Not scoreable question. |
No | Not scoreable question. | |
N/A | Not scoreable question. | |
6.3 Did the agent have background noise? | Yes | Not scoreable question. |
No | Not scoreable question. | |
Email Evaluation - Total Points 23 | ||
|---|---|---|
1.1 Was the SOP followed correctly? | Yes | 3 |
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 2.2 | |
1.2 Did the agent provide the correct information? (This question only results when question 2.1 is answered as N/A) | Correct information given | 3 |
Incorrect information given | 0 | |
2.1 Customer Experience | Positive | 2 |
Negative | 0 | |
2.2 Did the agent follow Customer Experience Policies? | Yes | 2 |
No | 0 | |
3.1 Was the Salesforce task related to an account? | Yes | 2 |
No | 0 | |
N/A | N/A | |
3.2 Was a Case created in Salesforce? | Yes | 2 This will result in question 4.3 |
No | 0 This will hide question 4.3 | |
N/A | N/A This will hide question 4.3 | |
3.3 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 | |
3.4 Was a Case Assignment created? | Yes | 2 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 | |
3.5 Case Assignment Details | Case Assignment assigned to the correct boundary team. | 1 |
Correct information provided in case details. | 1 | |
4. Did the agent make a critical mistake? | Yes | Total evaluation score will result in 0. |
No | 1 | |
5.1 | Yes | Not scoreable question. |
No | Not scoreable question. | |
N/A | Not 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 the Salesforce task related to an account? | Yes | 2 |
No | 0 | |
N/A | N/A | |
3.2 Was a Case created in Salesforce? | Yes | 2 |
No | 0 | |
N/A | N/A | |
3.3 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 | |
3.4 Was a Case Assignment created? | Yes | 2 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 | |
3.5 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 | |