Scorecards
How many scorecards are there, and what are they?
There are four scorecards.
-Phone scorecard
-Email scorecard
-Chat scorecard
-Resolution scorecard
How many rubrics are there?
There are two rubrics
What is the grading scale the QA team uses?
Account verification: How can we verify the name of the person we will be talking to?
- Ask the agent during the help room interaction.
- Ask the agent during the warm transfer.
- Confirm with the caller at the time of greeting.
What is one opportunity for us to build rapport?
During breaks in the conversation.
What makes the Resolution scorecard unique?
There is the possibility to autofail.
How often are rubrics used?
Rubrics are used and considered on every review.
How is the "Not applicable" or N/A option used on reviews?
+10 pts: Can you give an example?
If the question does not apply to the overall call.
Ex: Q - Did the representative use proper hold procedures?
A - N/A - there wasn't a hold or transfer on the call.
Ownership: What can we do when the client says they didn't get an email from us?
- Verify the email address on file.
- Check the Alteryx report.
- Enter a ticket.
- Resubscribe the client.
- Suggest the client whitelist us (there is an email template for this).
What is the IQS goal for all teams?
(Internal quality score)
90%
How many sections does each scorecard have? What are they?
1. Communication & Personalization.
2. Systems & Knowledge.
What groups does each rubric cover?
Rubric one covers CSRI & CSRIIs.
Rubric two covers Seniors, Specialists, and Team Leads.
How does the N/A option impact the score?
It does not factor that question into the final score.
Ownership: How often should we be agent erroring?
- Every time we find an error from an agent (Especially on escalated transfers).
What is the correct process if you have a question or concern with your evaluation?
Reach out to your reviewer via the chat feature at the bottom of the evaluation.
How many points are possible on each scorecard?
Phone - 48 pts
Email - 36 pts
Chat - 48 pts
Resolution - 32 pts
What are the two sections of the rubric?
1. Communication and Personalization
2. Systems and Knowledge
What are qualifiers?
- They help the representative understand what is being evaluated and be transparent in the QA review.
Ownership: What should we do when placing an order?
- This includes C&Ring an order, reships, and normal order placement.
Where can you go or direct agents for any questions related to QA?
You can reach out to a member of the team or check out our SharePoint page!
What is Autofail (AF)?
-What does AF mean?
- How does that impact the evaluation score?
- Overt failure of job duties.
- Sets overall score to zero.
- For use only when the representative has failed to preform most resolution steps.
- The first AF for a representative is a non-scored evaluation. (Does not hurt QA average).
Your conversation with the customer was really good, but you forgot to follow up as promised.
Where might you lose points?
Which section, and any question/s in particular?
Systems and Knowledge.
Answers of Ownership and FCR are also fine.
Where are the qualifiers located?
- For the phone, email, and chat, scorecard qualifiers are found on separate documents with links to each under the first question on the evaluation.
- The qualifiers for the resolution scorecard are found under each respective question.
- Can be found on the QA SP as well.
After call: How do you know if you have an action item?
There will be a note regarding the action item in the chat and under the related question.
How do you correctly log a practice support call?
The call should be logged to the clinic and to the relevant pet owner account. The name of the person you spoke to at the clinic should be mentioned in the log and any relevant information to the call (case num, order num, general notes).