Previously, we talked on how to start your own QA form from scratch. Once you have your items in place, the job isn’t over yet. Here is where the meat comes from and could make or break your QA form.
Guidelines for your form are critical to ensure you are measuring and choosing the right item to score. This is also going to make your form more objective, making it fair and understood by the evaluator and the recipient. For every line item, you need to include the following:
Intent
This is important so that gray areas are limited. When you start scoring, you will always find yourself having to go back and forth on an item, whether it was the right one or not. Just ask yourself, “Why would I like to score this when listening to a call?” Remember when I asked you to have an objective or purpose for your monitoring form? These are your other reasons that will answer the main question.
Rules / Key Points
Create bullet points as to what you are exactly looking for in this item. As an example, the opening script could include the name of the agent, company name and the phrase “How may I help you?” Another one would be using the customer’s name in the call. You can include the frequency, say 2-3 times within the call.
Examples
Standard situations are written as examples but shouldn’t be limited to the list. As you know, every call is unique and situations can still vary.
Scoring
This will give serve as a guide whether you should score it a yes, no, NA (not applicable) along with the rules and key points in the item. Sometimes, you will see them merged together and see when you score from 1 to 5.
This should get you started and busy for the next few days. Take note that you can combine most of these items when writing your guidelines. The next step is to start listening to calls and find out whether it works or not. Good luck!
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