BYUI Help Guides Level 2 DR TrainingsHow to QA an Agent Phone Call

How to QA an Agent Phone Call

Go to the BSC QA website and login with the username and password you have been given.

The page that you will automatically be brought to is the Primary page. This is where you want to be. Make sure you are on the phones tab.

Below will be a list of agents that need to be QA’d for the day.

Pay attention to the schedule that is listed under the agent’s name. Once you record a phone call for that agent, listen to it, and click on their name to start the QA.

NOTE: If a Privacy Error page pops up, just click the “Advanced” button, then click on “Proceed to.” A new page will pop up, and you will sign in with your QA username and password again. After you successfully log in, close that tab and go back to the original QA webpage that you opened up.

Click on the agent’s name and a QA ticket will pop up. Fill it out by first pulling up the agent’s account in the “Employee Name” box. You can find them with their I-number or name, just make sure you pull up the correct person.

Go through the questions and answer “Yes” if the agent completed what the question lists. Select “No” if they did not fulfill or complete the requirement in the question.

When you select “No” for a question, a text box will appear, and you will need to explain why you selected “No” for that question. You can be simple with your explanation. For example, if you way “No” to number six, you could say “The agent did not ask any clarifying questions to accurately diagnose the problem.”

After going through all the questions, pull up the QA website again, click on the “Evaluations” tab at the top right of the page and select “Calculator.” Select phones and fill out the questions to reflect how you filled out the QA ticket for the agent. For this example, say you only put “No” for number six, but you put “Yes” for all the other questions, do the same in the calculator page. After filling it out you will see a percentage score at the top. Go back to the QA ticket and put that score in the “QA Score 1” section.

Based on what you hear in the phone call, select a topic for the call in the “QA Main topic of the contact?” section.

In the next section, put the agent’s position area that they work in. On the QA website, go back to the Primary QA phones page and look at the agent’s name and you will find their position area and shift time. Put their position area and the shift that they work.

In the “Summary” section, you will simply copy and paste the question and the feedback that you have left the agent for each question that you answered “No.”

The last thing that you will need to do to finish the QA is attach the phone call recording in the “Attachment” section. Do this by clicking on the “Browse” button, selecting the recording in whatever file you saved it in on your computer, then click the “Open” button.

After that, look through everything in the QA ticket to make sure it is filled out correctly, then click the green “Save” button at the top of the ticket. Now you know how to QA a phone call!