Quality Assurance

How to Refresh Your Call Center Quality Monitoring Scorecard

January 6, 2021
0 minute read

In our blog post “How to Update Your QA Scorecard”, we talked about how teams should strive to refresh their scorecards every 6 months or so—and the beginning (or end!) of the year is a perfect time for that. 

Doing a QA scorecard review now allows teams to start the year with fresh data and fresh perspectives as you head into the new year. Reviewing your scorecards now also allows you to bring in QA scorecard best practices that you might have otherwise struggled to find a time to implement.

To that end, we took a leaf out from our own (e)book to bring you a handy five-step checklist that you can use to review and update your QA scorecards for the new year. We’ll dig into the nitty-gritty on each step, including actionable ways to implement, perspectives to consider, and more!

Right-click to save this image for your team's use!


Step 1: Get Insights from CX Stakeholders

Your first step should be to round up everyone who will be impacted by any updates to your scorecard and engage them in a dialogue on what information your team needs to glean from your scorecards. The ultimate goal here: set goals for what you want to accomplish with the refresh, and get everyone aligned on the data points needed from the get-go.

This meeting could include CX leadership, QA graders, and agents, but might also include data analysts and other CX Operations team members you might have. Every team is different! 

While it seems simple, this step is the most critical to the scorecard refresh process (don’t skip it!). Aligning early on about the type of information you want to gain not only ensures alignment throughout the entire refresh process, but it also impacts how you should approach steps 2-5 below. 

For example: if your goal is to make your scorecard easier to use, then steps 2-5 will look different from a team whose goal is to infuse brand values into their scorecard. Your scorecard may just need to be reorganized, whereas the other team needs to draft new questions entirely.

Step 2: Look for Ways to Simplify Your QA Scorecard

One easy win that most teams can appreciate—an improvement in grading efficiency. A scorecard that gets you both the data you need and is fast/easy to grade on will lead to more grading, a bigger data/sample set, and more strategic insights for your team to action on or areas that require further coaching.

To simplify your scorecard, consider eliminating questions that have not resulted in any actionable insights or improvements in your agents’ delivery of the intended customer experience.

Remember, grading is a numbers game! A 10 second saving per ticket graded quickly adds up to hours saved grading over time, allowing your graders to spend more time coaching tenured agents or onboarding new ones.

For other tips on improving your scorecard's grading efficiency, download the Ultimate Guide to CX QA Scorecards now!

banner image for scorecards ebook download page


Step 3: Re-examine Company Values and Policies

While you’re updating your scorecard, you need to make sure  they’re aligned with your company values and brand identity. 

If these values have changed since the last time you updated your scorecard, this is a good chance to get the CX team aligned with your brand—just like the MeUndies CX team did. They set out to refresh their scorecard with the goal of keeping all their customer interactions on-brand, and achieved it through analyzing team-level data that pointed out areas for improvement.

Remember to rope in the branding/marketing team for help.


Step 4: Ensure that Your Scorecard and QA Data is Easy to Interpret

CES, NPS, CSAT, AHT, and QA—the world of CX is pretty much a can of alphabet soup. While you’re updating your scorecards, consider (and ask your agents!) this: are the outputs of your QA scorecard easy to understand?

If not, consider including rubrics and guides to help agents interpret their QA results, or train managers and agents to be able to identify areas of improvement, and compare their performance on a month-to-month basis.

Doing this will help increase engagement with your QA program and its results, ensuring that the data and insights generated are actually internalized and put into practice by the team.


Step 5: A/B Test Your Scorecards

While you have the marketing team on Zoom to ask about brand values and the like, ask for a quick primer on A/B tests—and apply them to supercharge ⚡️your QA scorecard update process.

It’s pretty simple—change one thing at a time in your scorecards, and apply that change to half the tickets you’re grading. Grade the other half on the old scorecard—that’s your control group.

If the change is to remove a question that hasn’t been performing so well for your graders, compare both test groups and see if there has been any improvement. This can come in the form of the time taken to grade the tickets, or the average performance of agents and customer satisfaction scores across both groups.


For everything else you need to know about building scorecards + grading processes, get your copy of the Ultimate Guide to CX QA Scorecards today!

Previous Article

How QA is Transforming Sales

Leanna Merrell

Navigating AI Pitfalls and Enhancing CX in Call Centers

Leanna Merrell

Beyond VOC: The Future of Customer Service Conversation Intelligence

Leanna Merrell

How to Optimize Your Chatbot Strategy: QA’s Critical Role in Enhancing Accuracy & Effectiveness

Leanna Merrell

MaestroQA Achieves PCI DSS 4.0 Level 1 Compliance: Leading the Way in Secure QA Solutions

Lauren Alexander

Don't Settle. Dig Beneath The Surface For Customer Insights.

Team MaestroQA

Using Zendesk CSAT Reviews and Slack to Appreciate CX Agents

Customer Support Best Practices From The NYC Support Driven Meetup

Why Failure To Provide Great Customer Service Is A Risk To Company Success

Maintaining Quality Of Customer Support In The Face Of Hyper-Growth

Customer Service Quality Assurance and Soft Skills

The 2 Agent-Controlled Factors to Improve CSAT Scores

Guide to Building Call Center Quality Monitoring Scorecards

How To Improve CSAT Scores for Your Call Center in 3 Steps

Customer Service Quality Assurance for Higher CSAT Explained

How To Build Your First QA Scorecard — A Comprehensive Guide

Innovation in Quality Management with Freshly at The Art of Conversation

A maybe-too-honest perspective on our rebrand

How FabFitFun Uses Customer Service Quality Assurance To Manage A Best-In-Class Support Team

Team MaestroQA

How to Create A Customer Service Quality Assurance Form

See The Future: Be Proactive In Support Of Your Customers

Team MaestroQA

Quality Management and Customer Service Training Programs

Why Paving A Path To Resolution Is A Customer Service Best Practice

Team MaestroQA

CSAT Scores vs. Quality Assurance Metrics – Which Is Better?

5 Ways Quality Assurance Programs Can Improve CSAT Scores

MaestroQA Partnerships: Introducing Zendesk Suite

Is Your Quality Assurance Program Built For 2018?

Fresh Take: How Peer Review Can Identify Improvements

Roger That! Assume Nothing Until You Get Confirmation

Creating a Multi-Channel Quality Form For Contact Centers

The Art of Training with Harry's Razors and FuboTV

Building Customer Loyalty And Trust Through Service

Team MaestroQA

How ActiveCampaign Uses MaestroQA To Scale Their Support Team, And Improve Team Dynamics

Team MaestroQA

Omnichannel Support For Agents And Customers: A Necessity

2 Types Of Agent Skills That Impact Customer Satisfaction

Mastering Customer Interactions in the Age of DSAT

Leanna Merrell

How Shinesty Uses Alternative Positioning as a Best Practice

Dangers Of The 90%+ QA Scores

Using Positive Positioning to Improve Call Center CX

Team MaestroQA

Navigating AI Implementation Strategy in Customer Experience: Risks and Strategies

Leanna Merrell

Elevating Call Center Performance with Six Sigma and MaestroQA

Lauren Alexander

Elevating Business Excellence Through Non-Customer-Facing QA: A Strategic Imperative

Leanna Merrell

Elevating Trust and Safety through QA: How TaskRabbit Sets the Standard

Leanna Merrell

The Essential Guide to Chatbot Quality Assurance: Ensuring Excellence in Every Interaction

Leanna Merrell

Unlocking Superior CX: The Bombas Blueprint for Quality and Coaching

Leanna Merrell

Agent Empowerment: 5 Tactics for Customer Retention from Industry Leaders

Mastering Agent Onboarding: Quality Assurance Lessons from ClassPass

How Angi Unlocked Growth and Continuous Improvement with QA

The Transformation of QA: Driving Business Results - Key Takeaways from MaestroQA’s CX Summit

Lauren Alexander

Unleashing the Power of Customer Conversations: Top 6 Tech Trends Revealed at the CX Summit

Lauren Alexander

Important Factors to Consider when Exploring Sentiment Analysis in Customer Support QA: A CX Community Discussion

Driving Business Impact with Targeted QA: Insights from an Expert

The Art of Outsourcing Customer Support: Lessons from Stitch Fix's BPO Partnership

Larrita Browning

How to Revamp QA Scorecards for Enhanced Quality Assurance

De-Villainizing QA Scorecards with Hims & Hers Customer Service

How to Maximize Call Center & BPO Performance | MaestroQA

Larrita Browning

Writing the Auto QA Playbook & Transforming Customer Support

Larrita Browning

MaestroQA Named One of Comparably’s 2023 Best Workplaces in New York for the Second Consecutive Year

Larrita Browning

Advancing Customer Service Metrics with AI Classifiers

Lauren Alexander

MaestroQA Named on Comparably’s Best Workplaces in New York

Larrita Browning

CX Strategy: The Future of AI in Quality Assurance

Larrita Browning

Elevating Customer Satisfaction with Visibility & Coaching

Larrita Browning

How Customers Collaborate with Their BPO Partners Today

5 Key Strategies to Supercharge Your BPO Partnership

Larrita Browning

Champion-Challenger Model: Improve Customer Service In BPOs

Larrita Browning

Kick Start Your Customer Service BPO Partnership Successfully

Larrita Browning

BPO Call Centers: Best Practices for Quality Assurance

Larrita Browning

Call Calibration: What is It & What are the Benefits?

Larrita Browning

Increase QA Team Alignment with Call Calibration & GraderQA

Dan Rorke

Measuring An Organization's 3 Ps: People, Process and Product

Larrita Browning

Empathy in Customer Service: Everything You Need to Know

Larrita Browning

Average Handle Time (AHT): How to Calculate & Reduce It

How to Onboard Your Customer Service Team to a New QA Program

21 Key Customer Experience Definitions for QA Professionals

Should You Have Dedicated Quality Assurance Specialists?

How Top eCommerce Brands Ensure Exceptional Customer Service in a Remote World

The Top 4 CX Books Recommended by Our QA Community

A Guide to Customer Service Quality Assurance Programs

5 Key Components of a Remarkable Customer Service Experience

The Ultimate Guide to Improving First Call Resolution (FCR)

How to Refresh Your Call Center Quality Monitoring Scorecard

The Key to Customer Service Coaching Is More Data (and Fewer Opinions)

Call Center Quality Assurance with Zola and Peloton

How to Update Your QA Scorecard

3 Ways to Test Your Call Center Quality Assurance Scorecard

The 9 Customer Service KPIs Needed To Improve CX

What is DSAT and 5 Steps to Improve It

Leveraging Customer Sentiment to Improve CX in Call Centers

Larrita Browning

Customer Experience Management and Quality Assurance Jobs

How Deeper CX Analytics Lead to Better CSAT | MaestroQA

Customer Service Management 101: Everything You Need to Know

Beyond Low CSAT Scores: Finding the Root Cause of Poor CX

How to Create an Omnichannel Call Center Quality Assurance Scorecard

Achieving Effortless Customer Experiences (CX) with QA

This Is What an Effective Customer Service Coaching Session Looks Like

Customer Service Coaching 101: Improve Agent Performance

Auto-Fail in Call Center QA: What It Means and When to Use It

MaestroQA's Aircall Integration: Bring Your Calls to Life

Build the Ultimate QA Scorecard Process for Email and Chat

Why Poor Agent Experiences Happen (and How to Fix Yours)