A quality score should evaluate whether an interaction was compliant, accurate, effective and appropriate for the customer.
Suggested 100-point structure:
- Opening and verification: 10
- Communication: 15
- Discovery/understanding: 15
- Accuracy: 20
- Resolution: 20
- Process/documentation: 10
- Closing: 10
Critical failures such as privacy violations, unauthorized disclosures, payment-data violations or deliberate manipulation should override the mathematical score. A call can score 91 points and still fail because a critical error occurred.
Calibrate supervisors and QA analysts on the same sample interactions and classify coaching needs by knowledge, process, communication, system, compliance or judgment.
Use this scorecard in your BPO program.