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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.
2-point rating or Binary rating scales
- Simply known as Yes / No Rating scale.
- Allow reviewers to give either negative or positive ratings.
- A scale that says there is nothing grey, nothing in-between.
- If your processes have either right or wrong answers only, this scale is a good scale.
Pros: The results of this type of assessment are easily comparable
Cons: How will you rate a transaction which is correct but not perfect?
3-point rating scale
- Adds a “neutral” option to binary scale. It’s no more either negative or positive rating. There is scope to rate a transaction as neutral
- Gives scope to rate some agent’s response as ‘OK’
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.
4-point rating scale
- Instead of just Negative or Positive you are giving your auditor an option to distinguish between horrible, weak, satisfactory and exceptional and mark transactions accordingly.
- You can say that this scale is a detailed version of Binary Scale
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?
5-point rating scale
- A scale that has two negatives, one neutral, and two positive options. So in addition to ‘horrible’, ‘weak’, ‘satisfactory’ and ‘exceptional’ one gets a neutral zone as well; let’s say ‘ok’
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:
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)
- An End to End Quality Measurement, Management and Improvement Solution for quality monitoring.
- 60,000 TransMonlicenses in use across India & International market
- Here is a link to a short explainer video:- https://www.youtube.com/watch?v=oHcItE_Wg3U
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