Call center scorecards are quality monitoring tools that help you test and analyze call center and agent performance. By doing so, managers can identify areas for improvement and success. Here we look at 7 useful tips for creating a call center scorecard and what you need to focus on.
How to Create a Call Center Scorecard: 7 Tips
First, what is a call center scorecard? And why do you need one? Call center scorecards are a great tool used by many call centers when conducting performance analysis. You can track and measure call center metrics, agent responses, and phone interactions, as well as conversions. Here are 7 tips to help you create an ideal scorecard:
1. Define the Purpose of the Scorecard and How it will be Used
First, you must decide and be clear on the purpose of your scorecard. What elements do you want to include? How often will you utilize the scorecards? How will you collect information about agent performance? What parameters and metrics will agents be scored on? Additionally, is every parameter equally important? Defining the purpose and the various elements that the agents will be tested on can help aid in quick and accurate analysis.
2. List Down Parameters that will be Assessed
Part of using a call center scorecard is testing your agents on various parameters that help you and them understand what they are doing well and where they can improve. Some parameters to consider include:
- Greetings: Agent greeted customers politely and with a clear introduction of the company and themselves.
- Script adherence: With outbound sales calls, agent followed the script naturally and paused for customer questions or concerns.
- Account and identity verification: With inbound calls, agent verified the caller’s information and identity to find their account and gather information about the customer’s past interactions.
- Customer service quality: Ability to clearly determine the caller’s needs, provide accurate and useful assistance
- End-of-call protocol: After resolving the issue, agent must ask if there is anything else they can assist the caller with.
3. Define and Note Different Call Center Metrics
Next, you might consider including certain call center metrics that apply to your particular business. Call center metrics or KPIs assess how a call center is performing. They also help managers understand how individual agents are performing. For example, which agents resolve calls quickly and accurately or which spend too long on calls, and so on. Most call centers use call center software and call analytics to track and measure relevant metrics. You may want to consider including the following on your scorecard:
- Average time in queue
- Response time
- Average speed of answer
- Average handle time
- First call resolution rate
- Customer satisfaction rate
- Occupancy rate
- Agent absenteeism
4. Include Different Types of Customer Interaction
Often, phone conversations might be the most common communication method for your call center. However, more recently, call centers have been striving to offer multi-channel or omnichannel customer support. If your call center offers more than one channel of customer interaction, then you should measure performance on each different channel. As such, try to include different types of customer interaction (live chat, email, video, etc.) used often in your call center in your scorecard.
5. Focus on Various Skills
Depending on the type of center you run, your agents may need to multitask using multiple skills. For example, you may have agents on both phone and live chat duty simultaneously. Or, agents may need to research solutions while managing the conversation and documenting each part of the conversation.
Different departments require different skills. Customer service will need to look at knowledge bases or support documents to provide help. Reception will need to ensure the customer arrives at the right department quickly. Sales needs to make pitches using customer data and personalization.
6. Monitor, Collect Data, & Refine
Since the purpose of a call center scorecard is to collect data and measure how your business and agents are performing, these scorecards need to be monitored regularly. By monitoring on a regular basis, you will not only gain insight into how well or badly your agents are doing, but also what elements or parameters are worth measuring and which ones are not useful.
Then, you can make the necessary adjustments and refine your scorecard for functionality and accuracy. Additionally, you can make necessary changes to improve agent and call center performance.
7. Treat Your Agents as Humans, Not Robots
Finally, remember that your agents are humans and not customer service robots. As such, set realistic goals and expectations when creating and monitoring your call center scorecard. Be flexible and leave room for error. Provide sufficient training materials so agents can continue to do better.
Evaluate Performance with an Effective Call Center Scorecard
Designing a call center scorecard takes time and refinement. Get started now by developing your own scorecard or using online templates and tailoring them to your needs. There are many resources available for tracking, measuring, and improving productivity. Take steps in the right direction and watch the efficiency grow in your call center.