Planning Quality Evaluations

Companies using a QMS will plan their integration of the CxQM application and its features into their existing quality management system to meet business requirements. If there is no company QMS being used, CxQM will enable a customer to create a new system to begin quality management with. In either case, planning before the implementation is required to save time and effort and reduce or eliminate rework.

• Evaluation Planning: The process of narrowing down what each evaluation form's goal is will be different for every organization. Even if the organization is not new to quality assurance, take a moment to review all current evaluation forms, procedures and goals to make sure they still align with business goals and adjust them as needed.

It will ease evaluation form creation if the following information has been considered and gathered before beginning to enter forms data into CxQM:

• Evaluation Forms: If available, collect and consolidate all quality evaluation forms currently in use from all parts of the company. If there are none available, listen to some interactions and compile a list of questions useful to evaluate agents with. Keep in mind that even the processes or procedures used after the call is completed, such as timely account data entry and closure, can be evaluated as well. Having this list of questions will make the process easier when adding new forms.
• Conditional Evaluation Forms: If an organization has multiple departments or functions that are related, a single form can be constructed that allows the evaluator to select an appropriate group of questions to focus the evaluation with. This way, a single evaluation form can be used in multiple evaluation scenarios. An example is a form with conditional question groups that can be selected for either sales, customer service and scheduling.
• Questions: Determine the questions to be used for each form. There may be one or many questions on an evaluation form, depending on what is being evaluated at the time. A number of questions can be created to evaluate a task or sub-task. Create as many as are needed to fully ascertain the evaluated's knowledge or skills.
• Question Grouping: Determine whether the questions created can be categorized into obvious Question Groups such as Greeting or Welcome, Issue Identification or Clarity, Resolving Issues with fulfillment or recommendations, Overall Interaction handing and Closing if the interaction. Each group of similar questions will have a group name.
• Skillsets: Skillsets are associated with questions. Skills can be soft, like listening or conversation skills or hard, such as data entry accuracy, problem solving or resolution techniques. These can be displayed with the scores of individual Question Groups and/or individual Skillsets across multiple question groups. Examples of skillsets include Professionalism, Communication, Accuracy, Listening, Interaction Handling and Product Knowledge.
• Scoring: Determine the answer types (scoring modes) such as Yes/No, True/False or Drop down and the points for each question, as well as the total passing/failing score for each evaluation. Some questions will score more points (because they are critical or fundamental) and some questions receive fewer points (because they may be deemed informational). Determine whether the question is not applicable (Allow N/A) in some situations or is an automatic fail (Auto-Fail) of the entire evaluation if the question is answered incorrectly. CxQM allows for custom Scoring Modes, "not applicable" questions, negative points, and auto-fail questions.
• Question Help: Compile any helpful information (helpful hints, checklists, outlines) to instruct an evaluator on how to answer the questions in the form. Hints text space is provided to guide evaluators while evaluating a question.
• Headers and Fields: Determine if any custom non-recording information needs to be tied to the evaluation such as application, service or interaction types or reasons for evaluations. These can be added, with additional fields, to the Evaluation Form Headers when the evaluation is viewed, emailed, exported or printed. CxQM allows each evaluation form to have unlimited custom header categories and an unlimited number of custom header fields.