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Here are some QA Scorecards I made earlier.
This scorecard is very short and suited for interactions on Twitter, which aren’t that detailed due to the character limit.
It includes “fail-all” red flags, non-applicable answers and productivity questions such as FCR. The number of outcomes (scale) varies depending on the question as do the score values and labels.
The second scorecard is longer and more detailed and shows a sample employee being scored, highlighting applied weightings and “fail section” (in yellow), comments and accumulated score.
Anna Byrne is Head of Marketing for Scorebuddy, a multichannel quality monitoring solution. Anna is passionate about employee engagement and writes blogs for Scorebuddy about performance improvement, quality management and other contact center related topics. Follow @score_buddy on Twitter for updates.
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