To ensure long-term service quality, it is recommended to regularly review completed service calls.
Various factors play a greater or lesser role in the evaluation process, which is reflected in the scoring weight of the evaluation form.
At the end of a monitoring session, a result is calculated that indicates to what extent the service standards have been met.
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What is the scoring weight?
The scoring weight indicates the relative importance of individual service standards.
For example, providing accurate information to the customer may be considered more important than using the exact greeting phrase.
At the end of a monitoring session, the evaluation form calculates a score based on all weightings. This score, shown as a percentage, reflects how well the service standards were met.
How the weighting works?
A template consists of questions and categories.
- Questions capture individual quality criteria, for example: “Was the information factually correct?”
- Categories group thematically related questions, for example, “Technical Competence,” which includes questions such as: “Was the conversation accurate?” or “Was the issue documented correctly?”
Each question has a value and a scoring weight. The scoring weight of a question determines how much its value contributes to the overall result. This allows different questions to be evaluated together and combined into a total score.
Categories do not have their own values but only a weighting. This weighting enables the combined evaluation of multiple categories within a template. All weightings together always add up to 100%.
example
The question “Was the program used correctly?” has a scoring weight of 25%. This means that its value contributes 25% to the total score.
Depending on the answer, the question is scored differently:
Yes → full value (100)
Partially → half value (50)
No → no value (0)
Through this scoring weight, each question contributes to the overall result according to its importance.
The category “IT Competence” includes several questions, each with a different scoring weight (e.g., 30%, 20%, and 50%).
To ensure the category is evaluated correctly, the total weighting of all included questions must add up to 100%.
This total is displayed in the field “Sum of sub-weights.”
When creating the template, the sum is automatically adjusted to keep the distribution consistent.
Weighting of categories
If there are multiple categories, each one receives its own weighting, which is independent of the weighting of individual questions.
This weighting allows for the evaluation of different categories within a monitoring session and for comparing them relative to each other.
The total weighting is derived from the category weightings and ensures that all areas are appropriately reflected in the overall evaluation.