Why this QA scorecard template?
At Abstrakt, we’ve analyzed millions of calls and have customers across many industries. We’ve seen what works… and what doesn’t work.
That’s why we’ve put together this awesome template that you can steal.
It’s formatted in a Google Sheet so all you have to do is make a copy. Then you can tweak the content, point system, and anything else you want!
Essential factors to consider when looking for a QA scorecard template
Relevance: Not all QA scorecard templates are relevant to the specific needs of your team. You can use two or three different templates to create one that fits what you’re looking for.
User-friendliness: If you’re having to manually QA calls, you need this template to be easy to use to ensure a painless process that sticks. Most of the time, new processes get forgotten and people go back to their old habits.
Data-driven action: The template should provide the ability to analyze and interpret the data collected from the call. Using the QA Scorecard is a surefire way to evaluate your agents fairly.
Accountability and visibility: Allow managers to have visibility on their agents’ engagement without bias as well as a place for agents to add notes or comments if they need to dispute something that was scored.
Integration: What’s even better than manually scoring calls? Being able to build this QA scorecard template into your CRM or call recording system.