Creating a scorecard that works for your business

Creating a quality assessment scorecard that suits your business is something not all Customer Support teams do. Some feel their team is too small, others do not see the value in assessing quality as a specific metric.

In my opinion, however, these scorecards are what make a support team reach new levels of high quality. If you want to change something for the better, you’ll want to measure it first.

Defining Quality In Customer Support

A never ending question for folks in the Customer Support world is: “How do we increase the quality of our replies?”. You want your customers to get the best possible service, and you want your agents to know how to provide that level of quality.

Before you can get to the ‘how’, however, you’ll need to look at your ‘what’. What exactly constitutes a quality reply?