Sharing an overview of the most common rating scales used in customer service. Depending on your internal evaluation goals, organizational structure and requirement you can choose from the rating scales for quality assurance.
Pros: The results of this type of assessment are easily comparable
Cons: How will you rate a transaction which is correct but not perfect?
Pros: Not everything is either amazing or horrible. There is a scope of saying ‘satisfactory’
Cons: auditors start rating most of the transactions as ‘Satisfactory’; instead of taking a firm call on whether it was negative or positive. ‘Satisfactory’ is a safe zone for everyone; be it reviewer or reviewee.
Pros: Auditor can’t choose a safe zone and is required to make a decision.
Cons: Same issue like in binary scale. What is a transaction is neither weak nor satisfactory?
Pros: The 5-point rating scale allows reviewers to distinguish between the aspects of the conversation that agents handled splendidly and those that were correct but contained room for improvement.
Cons: It is difficult to keep assessments coherent because people tend to have different understandings of what counts as bad or very bad, good or very good.
About WyzMindz: Established in 2010, WyzMindz is an Analytics organization, which has developed niche products, solving specific industry needs. TransMon, an intelligent and efficient customer services quality monitoring software is developed to overcome all the challenges of quality monitoring. (Website : www.Wyzmindz.com).
1. TransMon (Website: transmonqa.com)