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Provide Feedback on my scorecard?

Since I am building a 0-budget QA Program, I am building my first scorecard for reviews in Google Sheets.

I wanted t also align the scoring with our Mission & Value and also make it clear why we score the way we do. - I've opted for a binary scale.

What do you think, any advice?

4 replies

Liked by Triin Ilves and 3 others

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Riley James Young

2 months ago

Hey @Neal Travis 😻

Looking really good. One of the better spreadsheet scorecards I have seen 🙌 very clear and a great idea to bring your values into the scorecard itself!

I have one question: What is the “feedback on review” column for? Is this for agents to leave their comments on how they were reviewed?

The category selection seems well rounded, and I like the weightings too. I would say the best thing you can do now is to start using it and get some feedback from your agents along the way. Things to look out for when testing the scorecard:

What are the average scores agents are receiving and do your goals of 85% make sense as a target? I like the 85% goal, however it’s worth tracking early on to make sure it is reasonable.
Are there any categories that you are struggling to decide to rate good or bad? Save some examples of where you are unsure, and as you are the only reviewer you can calibrate these cases with your agents!
Try to save conversations that have good and bad examples for each category. You can then use these as references in your documentation, and can be a great way for your agents to get a better understanding of what you are looking for in each category.

I think you should run it all on a binary scale to start with, however if you do notice the Empathy category needs more options, you can definitely change it to a 4 point, just make sure to find examples of what all 4 points look like that you can use as references!

And agreed, Peer reviews could be a great addition, but don’t worry about that for a while yet - focus on getting your base version up and running and part of your team's culture. Really well done though Neal, looks like you are more than ready for this launch 🚀

Neal Travis

2 months ago

Thanks for the feedback @Riley James Young!

Helps a lot!

The "feedback on Review" is for notes about the review itself from the reviewee or notes from a joint conversation we have about it if there is anything to note. (Justification/appeal) - wanted to leave some room for reasoning because they may have had a specific context that I don't.
The 85% is currently just a placeholder - my plan was to run some "non-goal/non-coached" cadences to get a picture of where we are at first before really goal-setting
Saving examples for later (especially prior to calibration sessions) is a great point I looked over - I'll definitely make sure to note good/medium/bad examples)

So far in the initial benchmarking I have come across a few examples where things were shown, but not "full" enough like there was empathy, but it seemed "empty"-esq if that makes sense haha that is the "3/4" examples I have been saving so far

Triin Ilves

2 months ago

Looks pretty good - not too many categories to keep the QA process simple but you're still covering important areas. I'm tagging our resident quality advisor @Riley James Young here to give some more advice. A couple of questions, though:

is any of the categories critical and has to be positive?
your review goal is 5 per week - how many would that conclude compared to your overall number of conversations per week / month? (%)

Neal Travis

2 months ago

Thanks @Triin Ilves!

In answer to your questions;

Currently I am not running a critical category as this will be version 1 along with our program rollout - I’ve opted for a stronger weight in empathy for now to show that it is is a focus, and we’ll use this to assess a current benchmark IQS through our calibration sessions. If needed, we them may ise a critical category once the team is aligned on what that means for them, and what quality looks like in that area.
5 conversions per rep per week gets me to about 3.8% of conversations filtering out irrelevant conversations and considering that I have 6 reps. This number is more-so surrounded by limitations on my own time, since I will be doing the reviews myself for the time being.

All things considered so far, I am considering moving to a 4-point scale for clarity around level of empathy which can be more ambiguous snd personalized.

I am also considering peer-reviews to flush out some additional volume, however, it would be some time before doing that as we’ll need to build a stonger and more aligned culture of feedback in this area

Provide Feedback on my scorecard?

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