Step 1: Click on the Manage QA tile on the right-hand side of your screen, as indicated in the example below.
Step 2: You will be directed to the quality assessment forms page.
The form creator will allow you to set up and maintain quality assessment forms to assess your agents and determine how well they are performing in the contact centre. Forms are created to assess the following categories:
- Account verification
- Contact Information confirmation
- Problem-solving abilities
- Followed protocol
- Telephone skills
- Soft skills
- Call handling skills
- Customer service quality
- Call centre etiquette
- Script compliance (adherence to script)
- Follow up
Click the plus sign icon (+) to create a new form, as shown below. For this example, we've created a few QA forms already.
Step 3: Enter a name for your QA form in the form name field and a numerical pass mark in the pass requirement field. A perfect score is 100%, so your pass score could be 80% or 90% depending on your business requirements. Click Next to continue.
Click the plus sign icon (+) to add a new question. You will be asked to define your questions.
Step 5: Enter your question and score. To confirm, click the tick mark icon. You can add as many questions to a specific category as you like. You don't need to use all the categories. You can add another question to the same category or select a different category. Click the plus sign icon (+) to add a new question.
Step 6: When you've added all your questions, click Next to go to the following screen to see an overview of all your questions. (For this example, we added three questions in three different categories.
Click Publish to add your new QA form to the system. This form is now available to assess your agents.