Keeping Score: How We Increased CSAT 13% in 90 Days With Improved QA Scorecards

Your contact center agents are working hard during these trying times, and they seem to be doing a great job managing a mountain of customer interactions while providing good customer service. But do you have all the information you need to dig down and really determine agent effectiveness? At the core of any good quality monitoring system is a great scorecard. So, why is it so difficult to build a strong scorecard?

Scott’s Cheap Flights, a company that enables people to travel and explore the world by helping them source reduced fares, took their QA program from zero to customer service operations hero. Scott’s Cheap Flights ditched the spreadsheets and evolved their broad questions to a more sophisticated scorecard system. This not only allowed them to target inefficiencies in their scoring but it created a more holistic view of agents’ work, resulting in a 13% increase in CSAT in just 90 days.

Join Nicole Rinker, Member Success Team Lead, and Tasha Champagne, Senior Member Success Specialist of Scott’s Cheap Flights for a conversation on how they worked to build a robust quality assurance system through stronger scorecards and by rewarding contact center agents with fun and unique badges.

You will learn:

• Best practices for killer quality assurance scorecards
• Tips and tricks to  reward agents in unique and engaging ways
• Strategies for leveraging contact center agent data

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