After talking to a great number of support leaders and experts we realized that there’s one key thing that defines the quality of your support: consistency.
Staying true to your company’s voice and messaging, following processes, and finding the right solutions are all part of what great support leaders do to keep that consistency.
(We’re so passionate about the topic of consistency we had a thorough chat with Zendesk and Loom about it which you can replay.)
A brilliant tool for ensuring a high level of consistency is a process called conversation review.
Conversation reviews are a systematic way to assess how well your agents’ responses meet your internal quality standards. Internal assessments pinpoint your team’s areas of growth and, by providing continual feedback helps your agents become better at what they do.
At the core of conversation reviews is the scorecard.
A customer service scorecard is a fully customizable form that tracks how well or how poorly your agents handle customer service interactions. Scorecards make feedback measurable and concrete so that you can more easily hold your agents accountable and create improvement plans. They can also help you identify trends and learning gaps to reveal skills, areas, and processes that are lacking.
After helping hundreds of support teams in building the perfect scorecard, we’ve created the Ultimate Customer Service Scorecard Template for QA.
📥 Download the Customer Service Scorecard Example for Quality Assurance (QA)
It’s the easiest and quickest way to get going with support QA if you don’t have these processes in place or are looking for a way to revamp your existing rubric.
And our conversation review scorecard comes with sample data that’ll help you understand how it works.
Download a copy for your team: click File → Download.
Continue reading to learn more about how the scorecard works.
Setting up your Customer Service Quality Assurance Scorecard
There’s one principle that we can’t emphasize enough: conversation reviews only work if you really do them. Keep that in mind when building your scorecard and setting up your quality monitoring program.
Before launching the quality program for your team, tweak your rating categories and scales as necessary. Keep your QA scorecard short and simple. Avoid unnecessary criteria and complex rating scales that make scoring difficult and prevent your team from consistently doing reviews.
Here’s what to include in the rubric:
- Reviewers and agents: List all the participants of the quality management process in the document to make the processes clear and transparent.
- Review period: Use a new spreadsheet for every week, month, or quarter, depending on your support volume. Keep the review lists short, easy to follow, and quick to load.
- Review goals: Define the proportion (%) of your conversation volume that you want to review every month. This will help you scale your support QA program as your team grows.
By including this information in your scorecard, you engage your entire team in the process and make sure everybody works towards the same goals. Customer service is a team game, so use your QA scorecard as your game board.
Check out this step-by-step guide to building your Quality Assurance program to learn more about the whole Quality Management process. And read this article by our Empress of Product, Valentina: What Gets Measured, Gets Manipulated
Building your Support QA Scorecard
The main things to consider when building your quality monitoring scorecard:
This determines the information that you’ll gather in your QA sessions. Make sure that the categories reflect your customer service goals and quality standards, and that they are universal enough to apply to all of your customer service conversations.
Our scorecard template comes with five rating categories based on the most popular support quality criteria used by large support teams in 2021. Read more about this study.
Your rating scales define how detailed your review results are but they also affect the usability of your scorecard. The larger the rating scales become, the more difficult it is to choose how to score the conversations.
Our spreadsheet scorecard comes with a binary rating scale, allowing reviewers to mark whether the agent met the criteria or not. Our customer service QA and conversation review tool Klaus comes with multiple rating scales that you can choose from. Read more about the pros and cons of different scoring systems.
Weights give more importance to the rating categories that matter most to you. For example, many teams believe that providing the right solution to your customers is more crucial than following all grammar rules.
The quality monitoring scorecard that we crafted allows you to adjust the category weights. These specify the importance of each criterion in your rubric and affect the tickets’ Internal Quality Score calculations.
This represents quality criteria that define whether the entire conversation passes the review. A negative score in a critical category marks the entire case as failed.
If critical categories are a crucial part of your support quality management program, give Klaus a go. Klaus comes with all the abovementioned solutions, including critical categories.
🙌 That’s it, your support QA scorecard is ready to use. Go ahead and do a test review!
When should you switch to a Quality Management Platform?
Switch to QA software when the time’s right– i.e., before the managerial tasks take over most of your quality monitoring time.
Spreadsheets usually work for small teams with low conversation volumes. But the more people who access the document and the more conversations you review, the heavier the spreadsheet becomes. That means that it takes more and more time to load the document, and the process itself becomes less enjoyable for everyone.
Here’s how Klaus helps you manage your quality monitoring processes
- Connects to your help desk software and automatically pulls conversations (in the form of chat, email, calls, etc.) for review. That means that you will never have to copy-paste any ticket information manually (phew!)
- Allows you to create custom scorecards with unlimited rating categories. You don’t have to worry about building formulas to track your IQS. That’s a good few hours saved for you with every iteration of your scorecard.
- Helps you decide which conversations to review with a little help from a friend called A.I. Use the Complexity filter to find conversations that were harder to solve, or the Sentiment Analysis filter to find tickets with negative or positive sentiment.
- Creates meaningful reports that help you track your team’s performance over time. It’s also easy to share the results of your quality program with managers and execs in your company.
- Keeps agent feedback private and secure. The information that you include in the QA spreadsheet will be visible to your entire team. Switch to Klaus if you want to send personal feedback to your agents and manage who gets to see your review details.
Whether you decide to switch to QA software or give the spreadsheet template a try, we hope our insight helped you solidify your quality program.
Reach out to us if you’d like to learn more about how Klaus can help you conduct QA in your support team.
📍 More resources on Customer Service Quality Assurance
- Customer Service Quality Assurance (QA) – Everything You Need to Know
- 5 Stats That Justify the Costs of Support Quality Assurance
- How to Pick The Right Customer Service Quality Management Platform (A Buyer’s Guide)
- Get 41% More Quality Reviews By Setting Daily Support QA Goals
- Support Teams Spend $184 on Software per Agent Every Month
- Fireside Chat With Automattic, the Makers of WordPress.com
- A Day in The Life of a Support QA Specialist