Here’s how it happens: You’re trying to make the QA form shorter and more efficient. You begin pouring over the form and notice that several of the elements have some similarities. Sooooo, with the best of intentions, you take three of these common elements and make them into one.
- Courteous/Used customer name/friendly
Here’s the problem: You haven’t saved yourself any time. It would be faster to score each of these three elements separately on the form.
- The QA analyst is going to spend more time contemplating how to score the element because they have to figure out how to score THREE behavioral elements with ONE answer (e.g. “Well, they did use the name BUT they didn’t use “please” when asking for the account number ALTHOUGH their tone was fairly friendly)
- You’re going to spend more time arguing in calibration about why you scored it the way you did (e.g. “I know that you gave the CSR credit because they did two of the three, but I think we should ding the CSR because she didn’t do the most important of the three.”)
- You’re going to spend more time arguing with CSRs (e.g. “How can you score me down for not using the customer’s name when I said ‘please’ twice and was really friendly with my tone?”)
The cleanest, simplest way to approach the QA form is to list and score each accountable behavior separately. You may end up with a longer list, but you’ll save yourself time in scoring, calibration and coaching.