How to Craft a Call Center QA Scorecard? [With Examples]

A call center quality assurance (QA) scorecard is an application used to determine the overall performance of the agent handling customer engagement.

QA scorecard is essential for maintaining outstanding customer experiences(CX) to rise in the marketplace. A quality assurance scorecard helps team leaders, QA analysts, and supervisors track how well their customer care executives perform.

A quality assurance scorecard helps you evaluate and track agent’s performance in call centers. It provides a structured and effective way to track key performance indicators (KPIs).

QA Scorecards improve the overall working environment of an agency. It helps the quality assurance managers analyze the performance of an agent and provide them with required feedback and coaching sessions as per their scores. It leads to improving overall agent skills and call center performance. Rewarding well-performing employees can motivate and enhance agents’ overall job satisfaction.

Call center QA scorecard helps you identify your weaknesses and make informed decisions. It highlights the areas where the call center is not performing well. By looking at particular trends and patterns, problem-solving is made way simpler than you think.

Ultimately, a well-designed QA scorecard is directly proportional to happier customers. When agents perform high-quality service, customers receive a quick and effective solution to their issues. Positive interaction from the customer support team fosters customer loyalty and repeat business. Customer feedback helps spot emerging trends, allowing them to update quickly for enhanced performance.

The call center leaders use a QA scorecard to grow the business effectively. Providing effective service timely and meeting all the business criteria improves the call center's reputation, which engages new clients. Happy customers promote your business through referrals that help expand your client base.

Creating a QA scorecard is easy; focus on your business goals and key matrices. Set clear goals, mention useful questions in the scorecard, and use a standardized rating system. Test the scorecard before execution and make necessary changes if required.

Before crafting a QA scorecard, you must clarify your goals, customer needs, and key metrics that align with your business and customer service objectives. Once you know your goals, design your scorecard to target them. For instance, focus on service time and engagement to enhance call quality and fast responses.

The performance of your agents is determined by the criteria you set in your Quality assurance scorecard. You can set criteria such as call quality, compliance, customer satisfaction, and work productivity in specific fields. By being specific, your agents get clear guidelines on their responsibilities and how they are judged.

While creating your QA scorecard, ensure all criteria match your business objectives. Value each criterion according to its role in achieving your goals.

Questions for the QA scorecards of your call center should be divided into several important parts, such as product understanding, business protocols, uniqueness, sympathy, attitude, grammar, and problem-solving sections. Create 2-5 questions that lead to the determination of the agent's performance. Make sure the questions are genuine, applicable, and objective.

Using a rating scorecard with a uniform system that is applied to all the agents is quite crucial for maintaining score consistency. It is the simplest way to divide agents through their grading. Ensure all the operators' ratings are transparent so that they can compare each other's performance. Usually, all the rating scales have a 1 to 5 rating. Set clear criteria for each rating.

For example:

• Needs Improvement
• Dissatisfied
• Average
• Satisfied
• Excellent

After complications of the call center QA scorecard, you must test and take action if required. Start the test with a small group of people and gather feedback from people who are rating and being rated. Make sure the scorecard is fair, reliable, and meets your criteria, and make improvements and corrections if necessary.

The QA scorecard is useful for giving feedback and coaching to your call center agents, helping them understand their strengths and growth areas. Providing regular coaching sessions based on their scores can boost their performance.

The data from the scorecard can help you elevate your call center performance to the next level. Analyze the information, know the latest trends or patterns, and arrange the QA scorecard or coaching sessions accordingly. By taking these actions, call center QA scores improve, and your customer service teams keep providing outstanding support.

There are different types of QA scorecards according to their needs. Scorecards are used in call centers, finance, service, telecommunication, e-commerce, and several other businesses. On the basis of different businesses, there are several designs of scorecards.

The call center quality assurance scorecard is essential for evaluating agent performance and for maintaining customer satisfaction. Using advanced tools like call sentimental analysis could be a better option for understanding customer emotions during a call. It uses advanced AI to analyze customer emotions and categorize them into three types: positive, negative, or neutral.

Call sentimental analysis helps QA managers and team leaders examine their agent performance and provide coaching sessions per the requirements.

In a fintech company, the email-only support team crafts its scorecard, focusing on following business procedures, effective communication, and well-structured workflow. It focuses on asking the right questions and providing proper guidance to customers without delay. It uses a simple binary system (0 or 1) for scoring.

An e-commerce business uses a simple QA scorecard to review a large volume of conversations faster. They focus on communication, clarity, procedure, and accuracy in scorecards. There are several questions in the scorecard, and the customer needs to give the rating with a marked or unmarked sign. The overall score is converted into a percentage with a minimum requirement of 70% or higher rating monthly.

The call center quality(QA) scorecard helps you monitor and improve agent performance, providing great customer satisfaction and aligning business with its goals.

Setting clear goals, designing an efficient scoring system, pre-execution testing, and working on the feedback improve the overall call center’s reputation and customer service workflow. Taking the feedback seriously and providing agents with proper coaching sessions can uplift their workflow and drive business toward success.

Calilio reduces the supervisor’s workload with its AI-powered call reports, which include call transcriptions, call summaries, sentiment analysis, and more. With our call center software, you don’t need to listen to the call recordings manually. Sign up today to simplify your call analysis with AI and reduce your workload.

Following all the guidelines and focusing on communication, clarity, procedure, and accuracy while interacting with customers can improve QA scores in a call center.

A good QA score depends upon the agent's performance: 85% of the score is through customer service delivery, and the rest of the 15% lies towards call compliance. The quality assurance scoring system is defined as follows:
 

• Excellent: 100 points
• Satisfied: 90-99 points
• Average: 70-89 points
• Dissatisfied: 50-69 points
• Needs Improvement: 0-49 points

The quality assurance(QA) score is calculated based on several factors, such as user experience(UX), support service qualities, fulfilling internal and external criteria, and agent performance. The score of each quality differs depending on the company's goals and objectives.