QA Monitoring Form

Answers

• Posted at 12:00AM on Jun 1, 2002

  ICMI offered a seminar a couple months ago that made this task a little easier for me. We were updating our monitoring form and quality tools. We are a communications company and we monitor silently and side-by-side, as well. This is what we've done.

  Divide your calls into two parts.

  1. Things that should happen in every call. (e.g., opening, close, branding, etc.). You can mark these as "yes" they occurred or as "no" they didn't.
  2. Aspects of the call that depend on the agent's knowledge, experience and effort.(e.g., asking for the sale, linking personal benefits to the needs of the customer). We have three choices to score this piece. "Yes" they did it really well, "coaching required" because there were some things that could have been done a bit better, or "no" they missed it all together.

  This seems to have helped us with the consistency of our managers and the fairness to the agents. Hope this helps. -- Giselle Howard

• Posted at 12:00AM on Jun 1, 2002

  My name is Keith Morris and I'm the Quality Assurance (QA) manager at e-talk Corporation's Customer Resource Center. We are an inbound technical support center, supporting software that we develop for call centers such as yours. Recording systems, evaluation systems and satisfaction survey systems are our core solutions. We utilize a QA scorecard to measure all major elements of the call. Our scoring mechanism is simply Yes, No or N/A, where each skill/question/section has a "weighted" point value. Since one skill may have a higher value than another skill, we weigh each skill differently. These values will be determined by your management team based upon what is important for your customers and your organization.

  Although I cannot send anything from our proprietary software systems, I can share a generic representation of our QA scorecard, which you can download by clicking here. I hope this will help! -- Keith Morris, e-talk Corporation

• Posted at 12:00AM on Jul 1, 2002

  Here is a form that I designed for 500 seat contact center. I placed it into Excel, but you should get this into a database format so you can track and trend by associate, overall, area, etc.

• Posted at 12:00AM on Apr 1, 2003

  We used a focus group to decide on the criteria that we were going to use, as well as the weighted value of each area within a specific section. We monitor around 700 associates utilizing the NICE system. Like you, we are a 24/7 center. We have around 12 different groups with different functions. Every group was represented in the focus group, which generated a lot of discussion. Although a lengthy task, it helped in the buy-in process since all opinions were taken into consideration.

  In our form we measure all elements of a basic call. We use a Yes-No-N/A format. We start with the assumption that every associate has a 100 score on each call. Then, points are deducted accordingly. Each area/section was weighted by the focus group by considering how excellence must be delivered on each and every call and what the needs of our business are.

  We considered areas such as:

  • Call opening
  • Call purpose
  • Vocal quality
  • Listening and response
  • Call etiquette
  • Call processing
  • Call closing
  • Monthly focus (a free area to be determined monthly per department)

  From there, training came into place, but that is another question. -- Carmen Rodriguez

• Brian Mijo Posted at 12:00AM on Jun 15, 2005

  Does anybody have a current sample QA Monitoring form or even better, an Access database utilizing these forms? I need to build one for our inbound call center and if there is a template currently out there, that would save me quite some time with my project. -- Brian Mijo, Employers Insurance Group

• Vanessa Huber Posted at 12:00AM on Oct 20, 2006

  I would like to say I appreciate those of you that posted your call evaluation forms. I've created my own and was looking for input from others. I like the idea of putting a weight value. That's exactly what I was trying to accomplish, as all areas shouldn't be scored the same. Thank you. -- Vanessa Huber, Interstate Supply Co

• Marcos Farid Posted at 12:00AM on May 4, 2007

  Actually, by reviewing the monitoring forms added on your respectable website it was noticed that they look pretty good, but I do have one concern, which is can these monitoring forms be converted into "Fatal" & "Nonfatal" attributes in order to be complying to COPC standards? I think this will be much better. -- Marcos Farid, Xceed Contact Center

• Sharifa Al Battashi Posted at 12:00AM on May 8, 2008

  I am a Quality Assurance Specialist; we are using a monitoring form which contains most efficient aspects. You can download it here. -- Sharifa Al Battashi, Oman Qatar Telecommunication " Nawras"

• Vincent Izevbigie Posted at 12:00AM on Jun 2, 2008

  I am the Quality Management Specialist in MTN Nigeria and we run a 24/7 inbound call center. What we did was to divide our form into three categories (Welcome, Interaction & Farewell). Emphasis is placed on the interaction section because this is where the representative either makes or breaks the quality of every interaction with our customers. We also employed a weighted scoring formula and allocated percentage scores to the 3 categories thus: Welcome: 25% (3 questions); Interaction: 50% (21 questions); Farewell: 25% (3 questions). The questions have a Yes/No/NA option depending on whether it MUST/MAY/MAY NOT occur in the interaction. -- Vincent Izevbigie, MTN Nigeria Communications Limited

• Edward Diccioco Posted at 12:00AM on Jun 23, 2008

  While it may be the goal of everyone to elevate their call center quality to meet customer expectations, the question is "what are your customers' expectations?" Try to ask your customer for a CTQ - critical to quality list. If he does not have one then you can create one by having a client calibration and list down key areas that may be addressed. These areas can be identified or defined when you do root cause analysis. Having your operations, training and clients sit down on a QA (Quality Assurance) scorecard can more or less develop a balanced scorecard. Of course, if you modify and add on industry best practices such as the COPC fatal or non-fatal areas, you are now looking at a scorecard that can be adapted and developed continuously. Always remember that quality does not change a center over night - it develops a center to be better and be at its best. -- Edward Diccioco

• Rick Rude Posted at 12:00AM on Jun 30, 2008

  When I worked at Aegon/Stonebridge Life in Plano we developed a web-based QA Database that allowed for multiple reports to be used for drill down purposes. We used our IT group to create this web-based tool. Customer Service calls are insourced and outsourced and each site has their own data that can be managed by site/global/accessed by each vendor site. I'm using Excel to track and that is way too time consuming. -- Rick Rude, AmeriPlan USA

• RRead Posted at 12:00AM on Oct 20, 2008

  Many of these forms are great and thank you for posting them. The question that you have to ask yourself when using them or even needing one is "what are we trying to achieve" is it quality of customer service?, is it quality of interaction?. some call centres wish to use this to really hone their expertise and will create forms that cover every question they ask and any objection handling used. Some companies focus on company feel or ethos and soft skills (listening/ voice /accent etc) I have worked with many companies over the years and the simple truth of the matter is no matter what form you use it will be useless unless you gain buy-in from those being monitored, train those on its use (Regularly)and perform call leveling meetings where you check understanding of the monitors. What is key is what you use the information for. Make sure that you can monitor not just the individual but also the team so you can direct training accordingly. Regards -- RRead, Self Employed Consultant