What is a Quality Management Form?

A quality management form is a set of questions used by evaluators to evaluate the performance of agents during interaction handling and identify areas for improvement. Quality forms not only serve as a measurement of success in evaluation, but also provide a roadmap for agents on the critical components of a good customer interaction.

When creating a quality form, use a ‘clean slate’ approach to quality form design by ensuring that all components pass the assessment test by asking yourself if the questions:

  • Support the strategic vision?
  • Provide actionable and objective metrics and coaching points (SMART goals)?
  • Drive positive business and customer satisfaction change?

In quality form creation, less is more. Home in on those questions that are most critical to the business and the customer experience. Don’t have questions for the sake of having questions; you want to ensure there is business value to each question. When creating each question, ask yourself, “Why does this matter?”. If you struggle to articulate a good answer, take it off the form. Also, while assessing your agent process is important, ensure that you strike a balance between operational-type questions and more qualitative questions that assess soft-skills like emotional intelligence and empathy, etc.

How NICE can help

NICE CXone is the market leading contact center software in use by thousands of customers of all sizes around the world. CXone is a cloud native, unified suite of applications designed to help a company holistically run its contact (or call) center operations. CXone includes:

Omnichannel Routing – routing and interaction management. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.

Workforce Optimization – unlocks the potential of your team. These solutions include workforce management (WFM), quality management (QM), recording and performance management (PM).

Analytics – turns insights into results by making data relevant, easy to consume and actionable. These solutions include interaction analytics, customer surveys, reporting and performance management.

Automation & Artificial Intelligence (AI) – leading-edge, intuitive technology that eliminates mundane tasks and speeds resolutions of customer issues for better business outcomes. It provides self-service, agent-assisted and fully automated alerts and actions.

CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic contact center software solution capable of elevating customer experiences for companies of all sizes.