In a previous section, we learned that the Quality Assurance (QA) department
takes care of auditing agents' calls to ensure they are being handled
according to the client's requirements.
QA then becomes one of the key performance metrics for any agent and the
call center itself. It all starts with the client providing the guidelines
and instructing trainers, operations leads, and QA analysts on how to
measure such guidelines and processes, so they can cascade them to the
agents.
In most cases, QA is measured using a system of points from 0 to 100, but it
can also be done using percentages. Each call handling criterion is assigned
a certain number of points that are added or deducted depending on how well
an agent has handled a call.
Normally, a QA score ranging between 80 and 85 is considered a passing
score, and anything below is a failing score. It will depend on each client
to determine what is acceptable.
It also depends on each client how detailed a QA scoring sheet is. Some
clients will go with very specific details, as if an agent used the
customer's name X amount of times during the interaction, if there was
additional help offered, or if a specific term was used, while other clients
will set general guidelines, and it will be up to the QA analysts to
determine the points assigned to each category.
The total QA score for each agent will be calculated using each
individual score and the total number of evaluations received.
Let's see a quick example of a general QA scoring guideline:
In the chart above, we can see the different items that QA will be
evaluating for every single interaction an agent handles. The analysts will
determine how many points will be deducted or granted to the agent based on
how the interaction was handled.
Now, let's see how those points are added or deducted depending on how the
interaction was handled by the agent.
The good scenario:
As we can see, our agent handled it pretty well, and even when missing a few
points on some categories, the QA score is within acceptable levels.
The not-so-good scenario:
In this scenario, the agent failed to obtain several points in each
category, probably meaning there were critical steps missed or the wrong
processes were performed.
A good synergy between QA, Operations, Training, and the client is needed to
understand where the gaps that lead to low QA scores are, and to ensure all
agents are receiving much-needed feedback and updates to improve their
performance.
A good Call Center will always have a strong and positive policy around coaching and feedback.
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