Quality Models

Welcome to the Quality Models Module of uContact. With this guide you will learn what Quality Models are, how they work, their importance, and how you can start using them in your campaigns.

What is a Quality Model?

A Quality Model is a tool that allows you to evaluate user performance based on criteria defined by your operation. In uContact, a model is composed of categories, questions, answers, and scores that are used to audit interactions performed by users across different channels.

You can adapt the Models to fit the specific needs of your business, allowing you to measure key aspects such as:

• Customer service quality
• Protocol compliance
• Product or service knowledge
• Customer experience (CX)

Models are manually applied to segments of individual interactions, allowing you to evaluate user performance and detect improvement opportunities.

Why is it important to use Quality Models?

Quality Models are fundamental within a Contact Center as a Service (CCaaS), as they allow you to align operations with business strategic objectives and ensure consistent experiences for customers.

• Objectively measure agent performance: supervisors have clear and standardized criteria to audit interactions.
• Detect improvement and training opportunities: identify specific weaknesses of each user or team, and generate more effective training plans.
• Optimize customer experience (CX): by evaluating aspects such as empathy, response times, and clarity of information, you directly improve customer satisfaction and loyalty.
• Ensure compliance with protocols and regulations: guaranteeing that interactions respect internal, regulatory, or service quality policies.
• Obtain actionable metrics: scores and results can be analyzed to make data-driven decisions and continuously improve operations.
• Standardize service across all channels: ensuring that the customer receives the same quality, whether by phone, chat, social media, or email.

In summary, Quality Models not only evaluate agents, but become a key tool for raising the service standard, improving contact center productivity, and enhancing customer experience.

Some concepts before continuing

Quality Models are structured in different levels: categories, questions, answer options, scores, and special actions. Below we explain each one with examples to make it easier for you to build your first model.

Categories

Categories group questions related to the same topic or stage of contact.

Some examples can be:

• Call opening
• Service provided
• Closing and farewell

These divisions allow for better organization of the evaluation and facilitate subsequent analysis of results.

Questions

Each category contains one or more questions that will be used to evaluate that specific aspect of the interaction. Questions can have an optional description, useful for clarifying what the evaluator should observe.

Some examples can be:

• Did the agent introduce themselves correctly?
• Did the agent provide relevant information?
• Was the query resolution time optimal?

Answer options and scores

Each question must have at least one answer option, and each option must have an assigned score.

Some examples can be:

• Question: Was the agent's farewell cordial?
• Answer options:
  • Yes, it was cordial and professional.
    • Score: 10
  • Yes, but it was very brief or unclear.
    • Score: 5
  • No, they did not say goodbye or were discourteous.
    • Score: 0

Important!

The Model must add up to a total of 100 points, calculated by taking the highest scoring option from each question. For example, if a question has options of 10, 20, and 30 points, the 30 will be considered.

Special actions

Answer options can have associated special actions. These directly affect the result:

1. Invalidate category: If an option with this action is selected, the entire category receives 0 points, regardless of other answers. It applies when non-compliance with a key criterion completely invalidates performance in that category.

   Option: "Did not comply with mandatory greeting"
   Action: Invalidate category.

2. Invalidate evaluation: This is a more serious action. If an option with this action is chosen, the entire evaluation gets a score of 0 points. It applies when the severity of the error absolutely affects service quality and nullifies any positive aspect.

   Option: "Used inappropriate language"
   Action: Invalidate evaluation.

These actions are useful for marking critical errors that should not be overlooked.

Now, how to create your first Quality Model?

Below we explain how you can create your first Quality Model, let's get started!

1. To create the Model you need to go to the Administrator Menu and access the Campaigns module. Then, you must access the Quality Models tab.

2. Once here, you must click the New button, located in the upper right corner. A form will appear from where you will create the Model.

3. You must complete the basic Model data, such as Name and Description. Remember that the name must be unique and the description is optional.

Now, you must start creating the different categories you want your Model to have. Remember that categories are responsible for grouping related questions about the same topic or a stage of contact.

How to create a category?

1. To create a category you must click the "Add category" button. This will add a new category block to which you must assign a name.

When you start creating questions and options, you will see both the number of questions and the score reflected here.

Keep in mind!

You can include as many categories, questions, and options as you consider necessary. However, we recommend that you use clear and efficient questions, keeping the model as concise as possible to facilitate and speed up evaluation by supervisors.

How to create a question?

1. Once you have the category created, you can create the questions. To create a question you must click Add question.

2. For each one you must assign what the question is and optionally you can add a description in case you want to specify something more.

3. You can also enable the option for the question not to apply in certain interactions. If enabled, the evaluator can select Not Applicable, and in that case the value corresponding to the highest scoring answer for that question will be automatically added to the total score.

Want to do it faster? Duplicate!

In the 3 dots of categories, questions, and options you will find the Duplicate function, which creates an exact copy of the selected item. Ideal for saving time when building your questions!

How to create an answer option?

1. Now that you have created the question, you need to add options. To do this, within the question you must click Add option.

2. Each option is composed of a name, score, and action, the latter being optional.

Tip!

If you want to reorganize categories, questions, or options, simply drag and drop them to the desired position. This allows you to customize the order according to your preferences.

Ready? Time to review!

Once you have finished creating your Model, we recommend that you review it to make sure it is configured correctly.

• Verify that the categories are well organized.
• Check that the questions are complete, clear, and with adequate options.
• If any question might generate doubts, add a description so that the Supervisor has the necessary information when evaluating.
• Confirm that the scores of each option are correct.

Tip for better review!

For a clearer and more organized review, you can collapse questions and categories. This way you will have a more simplified and quick view of the complete Model.

Finally, we recommend that you share the Model with another Supervisor to get a second look and ensure that it meets your business quality objectives.