Now that you have consulted relevant stakeholders and determined the overall purpose of your scorecard, it’s time to decide what you will measure. For more on measuring CSat, read our article: How to Calculate Customer Satisfaction.
After a scorecard checklist has been finished, a score (based on a percentage) will be assigned to the agent’s overall performance. Agents’ service must align with your company culture and represent the business to the highest standard. Scorecards and the data they produce should be continuously monitored, especially in the beginning. You want to boost your customer service, enhance your agents’ performance and establish a stronger workforce right across the board. There are even platforms that allow you to create scorecards and manage your entire call center workforce all from a single view, like PlayVox. You will need to consider which metrics suit your call center, your employees and your company goals/values best. 8 Steps To Creating An Effective Call Center Scorecard, And at the core of any good quality monitoring system is a great scorecard. Measuring your customer interactions isn’t always easy, but with proper consideration you’ll be able to settle on the most valuable factors to measure in your scorecards. Was their language and behavior reflective of the quality you aspire to? Be mindful of the number of items you include on a scorecard. Were follow-ups performed through the consumer’s preferred channel? How well are agents absorbing their coaching and/or training? But the reality is that it’s management’s fault for not anticipating the customer might ask that question and not providing that advisor with relevant information that’s easily accessible.”. These apply to various aspects of a customer interaction, offering a comprehensive overview of the call. In addition to assessing what matters to the customers, senior members of the contact centre team should gather to discuss what matters to the business, e.g. Every call center can use scorecards to measure progress as the quality assurance program develops. Our clients are drawn from 100 different industries with the one common area being that they use contact centers to communicate with their customers. Coaching by QA agents (check out agent rankings and provide coaching to underperformers), Coaching by QA sections (view scorecard sections requiring reinforcement), Scorecard overview (How many passed/failed each question of the scorecard). Other ways to gather customer expectations and to find out what matters most to them, besides focus groups, include mystery shopping and running a “Chief Executive for the day” initiative. Too many, and an entire area can suffer greatly without causing a visible impact on the overall score. To highlight this Tom gives the following example: “Say a contact centre has a scorecard that is made up of ten questions, all of equal weight, but only five of those questions were relevant to the call. Resolving problems quickly and easily is critical. Continuously monitoring and periodically updating your scorecard to reflect the latest needs of your call center will mean data that is always relevant and worthwhile.
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