Creating a Scorecard can be a daunting process. The customer interactions that your Employees engage in can be multi-faceted and hugely complex. Where do you begin?

The first thing to consider is the purpose of your quality evaluation programme. You may be looking to achieve some or all of the below goals.

Think about what questions would allow you to measure those actions taken by your front line Employees which will affect these outcomes; for example, an Employee's tone of voice and level of politeness will likely impact Customer Satisfaction ratings. A question which looks at their soft skills, such as;

"Did the Employee maintain the correct tone and use polite language?"

may fit into your Scorecard.

You can also use Question Tips to help flesh out the competencies you want to see met by the Employee for each questions.

It is likely that your Scorecard will evolve over time. As long as your Evaluators and Employees are aware of the new standards being set, this is a natural part of an effective quality programme.

There is no hard and fast rule here. The number of questions necessary will often be decided by the demands of your business. That being said, the more questions that are present, the longer a single evaluation will take to complete. It will also be more difficult for your Evaluators to focus in on the detail of each question and provide just decisions and insightful feedback if the question count is to great.

Industry sources recommend a Scorecard that contains between 10-20 questions.

A good way to keep the number of questions at an optimal level is through the use of Causes. These will help you capture root cause data in a structured way, without having to create a Yes/No question for each competency.

If you have CSAT data available to you, compare this with your quality outcomes.

If your customers are rating you on average 75% for their call/email/chat experience, but your Employees are achieving an average of 90% in their quality assessments, there is a discrepancy to be found. Perhaps your Evaluators are not being strict enough in their assessments? Perhaps your conduct guidelines for Employees are below your customer's expectations? Identifying these root causes will allow you to make the necessary adjustments to your Scorecard or processes.

Frequent Calibration is also an extremely effective way of fine tuning your Scorecard for maximum benefit.