How-To: Create/Edit a Questionnaire

Questionnaires are assigned to every work queue and serve as the guideline for the internal auditor.

1. Assign a Questionnaire
2. Default Questionnaire
3. Create a New Questionnaire
4. Edit a Questionnaire

 1. Assign a Questionnaire

For every Work Queue that is created, a Questionnaire must be associated with it. From within the Work Queues section of Quality Assurance*, the Work Queue Details tab is where the desired questionnaire gets assigned.
*For more information on configuring a Work Queue, click here.

• If the Questionnaire Override is left as-is, the default program questionnaire will be used.
• To change the assignment, click the dropdown and select from a list of existing custom questionnaires 
  
  • New Questionnaire creation is covered in section 3 of this article.

2. Default Questionnaire

SingleComm's Default Program Questionnaire contains 17 questions and can be used on its own for call auditing or edited to suit your needs.

The questions contained in the default questionnaire are as follows:

1. Did the rep use the appropriate greeting?
2. Did the rep use probing questions to identify the need?
3. Did the rep use the answers to probing questions to build value?
4. Did the rep present the benefits?
5. Was the rep confident when presenting the benefits?
6. Was the rep confident in presenting the offer?
7. Did the rep answer questions accurately? (Did not mislead or misinform the customer)
8. Did the rep use rebuttals to overcome customer objections?
9. Did the rep follow the offer flow?
10. Did the rep verify the customer information?
11. Did the rep present the terms and conditions accurately?
12. Did the customer agree to the continuity offer? (where applicable)
13. Did the customer understand the trial period?
14. Did the rep offer the upsell product?
15. Did the rep present the upsell accurately?
16. Did the rep use the scripted wrap up?
17. Who controlled the call? Customer or Rep

All questions are Pass/Fail.

3. Create a New Questionnaire

In the left-hand navigation bar, click Questionnaires (under Quality Assurance)

*Only Supervisors with the QA/QA Managers group role have access to Questionnaires.
For an overview on the Quality Assurance feature and the Supervisor role, click here. 

From the Questionnaires list, you can see:

• Questionnaire #
• Program Name associated with the questionnaire
• Questionnaire Name 
  • The default name is New Questionnaire
• Number of Questions
• Created On date

To create a new questionnaire, click + New Questionnaire

Questionnaire Details

• Name: title of your questionnaire 
• Comments on Evaluation Sheet (Agent and Supervisor): Yes/No
  • Located the the bottom of the audit, these are spaces for the reviewer to leave comments of any length to either the Agent, Supervisor or both
    
    
    
• Comments on Questions (and Coaching): Yes/No
   This is a legacy feature.
  
  • This field can only be seen by a supervisor if they review the audit. Because these comments are not shown to the agent in Performance Feedback, and are not exposed in SC Analytics for reporting, it is recommended that all commenting is done in the above 2 fields only.
    
    
    
• Suspended: Yes/No
  • Click Yes to deactivate the questionnaire and remove it from the Questionnaire Override dropdown

Questions

The Questions tab will contain all 17 questions from the default program questionnaire. From here you can do the following:

• Set the Min Pass Level: click the dropdown to assign the acceptable status for a passing audit
  
  
  

 For example:
If all questions are weighted the same* and left at their default setting of Min Pass Level:Pass, then all of the questions are required to earn a score of PASS for the audit to be successful.
If a question is set to Min Pass Level:Fail, then that question will not be required for a successful audit. In other words, the agent can receive a FAIL on that question and still have a successful audit.
*See below for an example using different weights.

When all questions are weighted the same, all questions that PASS receive a score of 100, and all questions that FAIL receive a score of 0. If an agent fails a question with a minimum pass level of PASS, the agent fails the entire audit. 
If the agent fails a question with a minimum pass level of FAIL, then the zero point question score will be averaged into the passing question scores for a final score that is less than 100.
*Any score above 0 is considered passing. 

• Associate a Compliance Event with the question: click the dropdown to choose from available compliance events
  
  
  *For more information on creating and using compliance events in your audits, click here.
  • The assigned compliance event will be triggered if agent receives a score of FAIL on the question
• Enter a Compliance Event Comment that will display to the agent in their Performance Feedback
  
  
  
• Assign a Weight to the question 
  
  
  
  • Default Weight is 50.00, but this can be set to any numerical value, although if weights are used, it is ideal that they have values of 1-100.

 For example:
If a questionnaire has 6 questions and they are weighted 50/10/10/10/10/10, and all questions are set as Min Pass Level:Pass, the agent will only receive a score of 100 or 0. If questions are set as Min Pass Level:Fail, their final score will be calculated using each questions weight.
If the agent receives a PASS for 50/10/10/10/10 and a Fail for one 10 weight question, then their final Review score will equal 90.

4. Edit a Questionnaire

From the Questionnaire Management page:

• Browse or Search by typing the program/questionnaire name and click its ID number to access it
  
• On the Questionnaire Details tab, you can modify:
  • Name 
  • Comment options
  • Suspended Y/N
    
    
• On the Questions tab, you can modify:
  • Min Pass Level
  • Compliance Events and comments
  • Weight
  • Question placement

  
Want to change the wording of an existing question?
Question wording is the one thing that can not be edited. A new question must be created by clicking Add, then replicating the settings on the new question.

Make sure the old question is deleted. There is currently no way to deactivate a question.

 *The data from completed internal audits is available in SC Analytics. For more details , click here.