I had a customer contact me today and asked me to weigh in on a quality evaluation form dilemma. Here it is:
“Our current quality form is formatted in a manner that it takes the points possible and divides that by the points earned to create the agent scored percentage. The problem raised is that the points possible can be reduced if an element does not apply on the form. When this happens, the remaining items increase in weight and the agent receives a lower score when/if they make an error in the call handling.
To mitigate this impact, one our sups have suggested that we start the agent at the top of the points possible and they only lose point when an error is made basically eliminating the N/A issue all together.
We have differing opinions on the best approach here and I’ve trying to see if there is an industry best practice as it relates to scoring logic.”
Here was my response to Marsha:
I would love to weigh in on your scoring dilemma and it is one I have come across many times before. General best practices in this area are as follows:
- N/A’s are an important part of your QA form but you need to make sure that each N/A has a valid chance of being applicable. Another words, if you have an N/A that is selected 90% of the time or higher perhaps you should question whether or not it should take space up on your form.
- Never, ever, EVER use “gimmie” points for NA’s. If a skill was not performed then they should receive zero points not maximum points possible. Don’t “start the agent at the top of the points possible and only lose point when an error is made basically eliminating the N/A issue all together.” as you state below. You will not gather accurate statistics this way and people will come to expect these unwarranted points.
- Yes, it is true that if N/A’s are checked it weights the other skills heavier just because there are less skills to divide the overall number by but that is ok. I had a wise QA Manager from Starbucks once tell me that “The other skills should be worth more if N/A’s are checked as there are less skills for the agent to demonstrate.” I have had tons of conversations about this at networking sessions and the majority agrees.
Would you like to weigh in? I’d love to hear from you on this subject!
