Qualtrics Contact Center Quality Management

About the Qualtrics Contact Center Quality Management Solution

Qualtrics Contact Center Quality Management (CCQM) is designed to help contact centers maintain a quality management program using XM Discover and Social Connect functionality. With the tools we provide, you can create a comprehensive program that automatically assesses individuals on their performance, flags problem areas, and creates cases, so you can action those needs and hold coaches and teams accountable for improvement.

Next up, we’ll discuss the steps you need to take to implement a CCQM program.

Step 1: Setting Up Scoring Criteria

First, it’s important to define how representatives should interact with clients. Once that’s done, you can more easily create a rubric to score those behaviors. The scoring criteria will automatically apply and detract points from interactions, then compare them against an ultimate target score you set.

To set up scoring criteria, there are 2 steps to complete:

• Prepare a scoring model: Create a category model that defines the behavior you want to score.
• Create a rubric: Decide how to score the different behaviors you’ve identified, and set one ultimate target score.

Step 2: Analyzing Individual and Team Performance

Once the scoring criteria is in place and call center interactions are getting scored, your team’s scoring results can be analyzed in Studio. View individual representative’s scores, share scoring criteria with your team, and build dashboards that show your team’s performance to key stakeholders.

For more details, see Analyzing Individual and Team Performance.

Step 3: Taking Action on Coaching Opportunities

You can take action on coaching opportunities by creating alerts that identify when representatives are performing below expectation. As part of this, you can also create cases, which can be assigned to coaches for tracking and resolving performance issues. In addition to automatic case creation, you can also manually create cases.

Here are some resources to help with this stage of the program:

• Using scorecard alerts: After a rubric’s enabled, a scorecard alert is automatically created based on the rubric’s criteria. The scorecard alert is sent every time an interaction falls below the rubric’s target score, representing the ideal time to initiate a coaching opportunity. Learn how to automatically make cases from scorecard alerts.
• Creating tickets manually: Learn how to manually create a case while browsing interactions and scorecards.
• Using the inbox: The inbox is where you prioritize and action the cases created in Discover. Learn more about this feature and how it works with CCQM.

Step 4: Continually Improving the Program

Nothing is ever perfect the first time around. As your organization’s needs and goals change, you may need to make changes to your quality management process. Here are some resources to help you either make changes to your program or give your representatives a voice in how they are rated.

• Appeals and rebuttals: Learn how representatives can rebut scores they disagree with.
• Updating scoring criteria: You can make edits to both the scoring model underlying your scoring and the rubric itself. This page compiles best practices and resources you can use as you evolve your scoring criteria.

Key Terms

Case: A way to track a variety of tasks and issues that need to be resolved. In a quality management scenario, a case is usually a coaching opportunity triggered from an agent-client interaction along with associated metadata and tags. For interactions that fall below a target score, a case is created automatically. Manual cases can also be created.

Category model: A rules-based hierarchical taxonomy used to organize sentences into topics. Queries can contain keywords, phrases, and attributes. Also called a category tree, classification model, or topic model. In quality management, category models are used to define the behaviors you want to score in interactions between customers and representatives.

Drivers: Key predictors of a particular outcome in your data. Use drivers to conduct investigations, generate hypotheses, and get criteria ranking suggestions when setting up intelligent scoring rubrics.

Inbox: A workspace for managing cases related to a variety of tasks and issues. Within the inbox, cases can be collaborated on and tracked to resolution. Also called Qualtrics Social Connect, or Social Connect.

Intelligent score: A score ranging from 0 to 100 that each document or interaction receives automatically based on the scoring criteria, or business logic, defined in a rubric. This score is a net new attribute that is appended to the document with a name that follows this pattern: [Rubric name] Score.

Quality Assurance (QA), Quality Management (QM): The standards a customer-facing organization should adhere to during customer interactions. A means of scoring interactions in order to improve interactions with customers in the future.

Rebuttal: A mechanism that lets representatives appeal quality management scores they disagree with. A rebuttal adjusts the Intelligent Score that was generated by the scoring engine and enables calibration flows. Rebuttals are performed in the inbox, but are visible in Studio for transparency.

Rubric: Defines the intelligent scoring criteria for documents. A rubric can contain a set of topics that should either be present or absent, with a relative weight (or automatic failure) assigned to each of them.

Scorecard: In intelligent scoring, a scorecard is the result of scoring a document. A scorecard shows the document’s overall score plus individual criteria results (passed, failed, or ignored).

Target: In intelligent scoring, a target score is a benchmark that determines whether an interaction passed or failed the rubric criteria.

Topic (inbox): In the inbox, a topic is the location where cases are stored. The title for topics can be customized or labeled such as “Coaching Opportunities” or “Calls to Review.”