Quality scorecards should be broken into various sections to give clearer insights when analysing. Evaluate the sections outlined to ensure they are a strong fit for your scorecard and quality assurance system, you may need to add or remove some depending.
Order sections chronologically for simple and rational scoring. Apply relevant weightings to sections and questions which are aligned with organizational goals. Below are “Rule of Thumb” sections that would normally apply for outbound calls which can be used as a basis for considering sections for other types of scorecards.
Most contact centres have a well-researched standardized greeting that represents what the organization wants to achieve from their customer service. It will contain key items important in framing the customer interaction from the outset.
For many call centres confirming details may be a crucial aspect of their business, where there is no room for error or overlooking especially for security related sectors. Each required piece of information should be monitored and weighted accordingly. They may be a fail-all section.
Identifying and qualifying an individual is very important as it will shape how the rest of conversation, having clean data and future interactions.
Quality monitoring interactions for behaviour can include anything from attitude, tone of voice, listening and general manner should be scored in this section, this section may be quite subjective but can be a tipping point on whether the call is considered to have negative or positive sentiment.
Often the process contains the body of the call which is likely to be varied depending on earlier answers. If the body is complex break it down into easy to answer questions.
At the end of a call there may be particular sign off queues necessary such as “Did the agent ask if they could help with anything else” or “did they confirm another appointment to contact”, etc. Being able to fill in all the required data at the end of a call can mean a quick turnaround in picking up the next call as well as maintaining a clean database, call centre software enabling this is invaluable.
The overall feeling of the customer interaction should be summed up, including comments in this section can be beneficial for elaborating on any overarching themes or significant points.
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Do you know how well your agents are handling every customer interaction? Does their performance meet your expectations for a quality customer experience? Are they following all the correct processes, remaining compliant, and getting the outcomes you want?