1. Growth Rubric Worksheet
Generates information people need,
communicates succinctly
4
Communication
Knows what they know, asks clarifying questions,
seeks understanding, retains important
information or has tools in place, approachable,
teachable
Offers help to teammates through correct
channels
Proactively shares info to the right people
through the right channels
2
1
3
2.
3.
4.
5. Instructions for here:
Create categories
Identify the important qualities and skills for each category
Prioritize qualities and skills
Notes:
Clarify, simplify, and define each category and their contents
Get feedback from your team
Adjust rubric based on the feedback
Rate your agents (without them)
Have agents rate themselves in each category
Talk about how you rated them vs how they rated themselves
Instructions for home:
6. Communication
Level 1
Transparent and proactive about what you need
to learn
Asks clarifying questions
Retains important info (or uses tools!)
Approachable
Teachable
Level 2
Offers help to teammates through correct
channels (ie: minimizes distractions)
Level 3
Proactively shares info to the right people (docs,
PMs, teammates) through the right channels
(Basecamp, Slack, Zendesk, Trello, email)
Level 4
Generates information people need
Communicates succinctly
Solves Tickets Efficiently
Level 1
Provides clear answers to surface level
questions
Asks specific clarifying questions to
understand customerâs needs
Level 2
Can read into subtext and address underlying
issues not specified by customer
Knows what questions to ask to find a solution
in all team apps
Knows when itâs better to spend time
investigating an issue and when to ask
clarifying questions
Level 3
Easily understands full customer issue
Provides solutions with minimal ticket touches
Level 4
Coaches teammates on how to identify
underlying issues and understand solutions
Point Scale
Level One: 7-12
Level Two: 13-18
Level Three: 19-24
Level Four: 25+
Agent is
level two!
Total: 17
Example Categories
Example Rating
Level 1
Bugs
Efficient
Informative
Communication
Follows Processes
Product Knowledge
1
4
2
2
3
Fantastic Five
1
4
Level 2 Level 3 Level 4