GUIDE / CX + EX
A useful QA scorecard
Measure accuracy, listening, ownership, and the next step. Make scoring consistent and useful.
· Suz.exe
Score what matters
A QA scorecard should help people understand what a good call looks like and what to improve next.
Start with these behaviors
- Accuracy: Was the information correct?
- Listening: Did the CSR understand the reason for the call?
- Ownership: Did they help move the issue forward?
- Booking: Did they ask for the booking when it was appropriate?
- Next steps: Did the customer know what would happen next?
Make scoring consistent
Define each item in plain language. Give examples of meeting and missing the expectation. Have two reviewers score the same call and discuss where they disagree.
Connect QA to coaching
Use the result to choose a useful coaching action. Review another call later to check progress. A score alone does not teach the skill.
Keep the call mix in mind
An existing-customer update and a new booking opportunity have different goals. Use criteria that fit the call rather than marking every caller against the same booking expectation.