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Written by Scorebuddy


Finding a way to coax staff into engaging with their performance improvement process can be difficult. The call centre is a business that is particularly reliant on regular appraisal and improvement of employee performance in order to stay successful.

Different forms of call monitoring scorecard are used by many businesses to engage their agents. In the call centre business, competition is high. An incredibly broad range of businesses rely on call centres to provide invaluable services such as sales, promotion, technical support, customer care and more. In order to meet the high expectations of their clients call centres must continually evaluate their service and the ability of their staff to adequately provide that service. Continuous performance evaluation allows call centre managers to monitor changes in staff effectiveness.


Call centres require the collection of large amounts of data in order to carry out effective performance monitoring. Fortunately, since call centres naturally incorporate a high degree of computerisation and electronic equipment, collecting this data is relatively easy. Quantifying and making sense of that data is a little more difficult.

Specialised software that collects and analyses this data is used by many call centres. Some of these systems employ digital call monitoring scorecards to evaluate staff effectiveness and at the same time actively engage staff in the process of performance improvement.
One of the major benefits of call monitoring scorecards is the clarity they can provide to staff and managers alike. Because so much data can potentially be collected within a business and for each agent, making sense of it and interpreting it in such a way as to understand where an agent's strengths and weaknesses are can be difficult. The call monitoring scorecard provides an agent's progress at a glance and gives the agent and managers an idea of where that progress stands in relation to other staff.

The scorecard also enables staff to set or be set simple and clear goals. One of the difficulties faced by call centre managers in engaging staff with performance improvement is the establishing of goals. When assigned goals are vague it is difficult for staff to determine how to attain those goals. This leads to frustration as staff feel the added pressure of orchestrating an uncertain improvement process and the tendency is to disengage and opt to maintain the status quo.

It is not only in clarity of goals that the scorecard for call centres engages staff. It also draws on their competitive side. By establishing a score for their performance staff are challenged to strive to beat their own score in subsequent periods. Teams also benefit from a group desire to attain a higher score and so work together more cohesively with a clear and common goal in mind.

Most scorecards integrated into a call centre software package also provide the ability to drill down into the collected data so that as staff get better and better at improving scores they have the resources at hand to help them get out that extra amount of improvement that can make all the difference.

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Tags: Blog


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