Customized Scorecard – Each scorecard is created through the Admin module. Scorecards are fully customizable by the user. You pick the number of questions, the content of the questions, the scores assigned to each questions and so on.
Scorecard Groupings & Weightings – Questions are placed into grouping that have user assigned weights. The most important scoring elements carry the highest weight as is assigned by the user creating the scorecard.
Agent Acknowledgement – Each time an agent is scored with a QA scorecard, the scorecard is immediately sent to the agent for their review. There’s immediate feedback on what they are doing well and what they need to improve upon. Agents are required to acknowledge receipt of the scorecard. There’s a dashboard showing the number of scorecards sent to a leader’s agents and how many have been acknowledged. Leaders know at a glance whether coaching is taking place or not.
Instant Visibility – As data is collected, the QA dashboard provides instant awareness to performance.
Call Recording – Attach a call audio recording to a scorecard so the agent can compare the scorecard with the call audio.
Training Document – Scorecards include a link to a training document or a webpage where an agent can go to learn more about any performance issues.