Quality Scorecards for Call Centers: How Do They Work?
Quality monitoring scorecards can be a valuable reference tool for determining which call center agents are doing well, which are missing key components of their customer interaction, and which need additional training. While this practice has been in place since the 1980s, it is only with the advent of more sophisticated technology, such as call center quality management software, that scorecards have truly come into their own. If you are not using scorecards to track agent performance, it is time to consider doing so.
Scorecards work by capturing agent interactions with customers, primarily through call recording, and scoring them against pre-determined criteria. Contact centers will vary in their priorities, but some scorecard elements are fairly standard. These include dividing the call into segments and scoring how the agent performs in each one. The easiest method of call division is a basic open-middle-close format. However, since the middle of the call is where most of interaction takes place, many call center scorecards will opt for further dissection and grading on separate elements such as answering questions, handling complaints, upsell attempts, preparedness, courtesy and personality.
Grading, which can take the form of a 1-10 scale or the letter grades we first received in elementary school, is conducted by managers who compare each agent’s performance to call center policy and best practices. Once grading is complete, the results can be shared with each agent, and additional training can be scheduled if needed. When introducing scorecards for the first time, reassure agents that this is not a form of punishment, but a way to boost overall performance, so everyone can learn from their mistakes and better serve the company’s customers. Tactful coaching can help to allay fears among those who do not score as well the first time out. Make sure to recognize and reward improvement, as this goes a long way to boosting agent morale and assuring continued focus and dedication.
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