QP Scorecard
What does “adherence to script” mean in our quality scorecard, and why is it important?
It means following the approved call/chat script; it ensures compliance, accuracy, and a consistent customer experience.
Give an example of an empathy statement for a delayed delivery.
“I’m sorry for the delay; I understand waiting is frustrating and I’ll do my best to help.”
Name two mandatory actions to earn a perfect QP score on a call.
Example: Proper greeting, complete customer verification, using empathy, accurate documentation.
What’s a “golden phrase” we encourage for closing calls?
“Is there anything else I can assist you with today?”
What is the minimum passing QP score for the month?
[Insert your threshold here, e.g., 90%]. (Accepts the set monthly target.)
How would you rephrase “I can’t do that” to be more customer-friendly?
“What I can do is…” or “Here are the options I can offer you today…”
Describe a situation where points could be deducted even if all customer questions are answered.
If the agent was missing empathy, used a negative tone, made a procedural error, or didn’t follow compliance steps.
Roleplay: Calm an upset customer in two sentences.
“I completely understand your frustration, and I want to help make this right for you. Let me take care of this now.”
What is the immediate next step if you receive a low QP score and you disagree with the evaluation?
Contact your QA/QP or supervisor to request a review or calibration session.
Why is “active listening” important for quality, and how can you show it in chat?
Ensures customer feels heard; can be shown by summarizing, confirming understanding, and responding appropriately in the moment.