What is a Quality Management Form?
A quality management form is a set of questions used by evaluators to evaluate the performance of agents during interaction handling and identify areas for improvement. Quality forms not only serve as a measurement of success in evaluation, but also provide a roadmap for agents on the critical components of a good customer interaction.
A ‘clean slate’ approach to quality form design can ensure that all components pass the assessment test when the form's questions:
- Support the strategic vision
- Provide actionable and objective metrics and coaching points (SMART goals)
- Drive positive business and customer satisfaction change
In quality form creation, less is more. Questions should be included only when they are critical to the business and the customer experience, which will generate business value. If it is difficult to explain why a question is included, then it can be removed from the form. A balance must also be struck between operational-type questions and more qualitative questions that assess agent soft-skills like emotional intelligence, empathy, etc.
