Customizable Scorecard Phrase Editor

The Customizable Scorecard Editor by CallCabinet is an intuitive and powerful tool designed to enhance the call quality assurance process by allowing users to customize and refine their call evaluation criteria. The screenshot provides a glimpse into one example of this user-friendly interface and the functionality of this feature.

Customizable Scorecard Phrase Editor

Key Features and Benefits

Select a Scorecard

Choose from a variety of predefined scorecards or create new ones tailored to their specific team or business needs. In this case, the “Analytics Team” scorecard is selected, indicating that this particular set of criteria is used to evaluate the performance of this group.

Select a Section

The tool allows users to focus on specific sections of the scorecard. Here, the “C: Compliance” section is selected, highlighting that the questions and criteria being edited pertain to compliance-related issues within the calls. There is also a menu which allows users to edit or add a section.

Select a Question

Drill down into specific questions within each section. The selected question “Privacy Compliance” shows that the current focus is on ensuring calls comply with privacy regulations and standards. There is also a section which allows users to edit or add a question.

Keyword and Phrase Customization

Add specific phrases and keywords that team members have been asked to use or avoid. The keywords entered (e.g., “confidential,” “popi,” “popia,” “privacy,” “protection personal information”) help check that conversations adhere to privacy compliance standards. This feature ensures that the evaluation criteria are precise and relevant, enabling more accurate scoring and feedback.

Submit Changes and Reset Options

The editor provides easy-to-use options to submit changes or reset to default settings, making it simple to dynamically update and manage QA criteria. There is also an element that allows users to add or edit sections or questions.

Benefits of Using the QA Scorecard Editor

Customization and Flexibility: Tailor the QA criteria to meet the specific needs of your business. This flexibility ensures that evaluations are relevant and aligned with organizational goals.

Targeted Feedback and Training: Specifying and monitoring keywords and phrases allows for precise feedback to team members. This targeted approach helps identify specific areas for improvement and facilitates more effective training and development.

Enhanced Compliance Monitoring: By focusing on critical compliance issues, such as privacy, the tool helps ensure that all interactions adhere to necessary legal and regulatory standards, reducing the risk of non-compliance.

Efficiency and Ease of Use: The user-friendly interface ensures that creating and updating QA scorecards is straightforward, saving time and resources while maintaining high standards of quality assurance.

Improved Quality Assurance: Detailed and customizable scorecards provide a structured approach to evaluating calls, leading to more consistent and objective assessments. This results in higher overall service quality.

See CallCabinet in Action!

Optimize your quality assurance processes with CallCabinet’s QA Scorecard Editor. Customize your evaluation criteria to ensure compliance, improve service quality, and provide targeted feedback to your team. Schedule a demo and we’ll be happy to show you.

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