How To Use a Call Center Scorecard for Quality Assurance

Contact Center Scorecard Demo

How do call center scorecards help performance?

Call center scorecards can help performance in the following ways:

Improve customer service

When clients call your agents, they frequently anticipate quick resolutions to their issues. Call center scorecards can enhance customer service by ensuring staff members successfully address issues like account problems. As a result of their reliance on your superior customer service, customers may choose you over rivals and establish long-lasting business relationships with you.

Monitor progress

You can assess whether the objectives you’ve set are realistic by keeping track of your employees’ progress. For instance, if the results reveal that employees routinely surpass their quota, you might increase the quota to give them something to strive for. By making the necessary adjustments, they can prevent burnout and consistently provide excellent customer service.

Improve training

Knowing where your team can improve can make it easier to plan your training sessions. Using the information from your call center scorecards, you can design sessions that concentrate on pertinent subjects. For instance, you can design a training session that focuses on this skill if your scorecard campaign reveals that many of your employees could improve their conflict resolution. If your team members did well on the responsiveness test, you should recognize them for their efforts.

Boost morale

Call center scorecards let you recognize your staff members for good customer service. When you acknowledge an employee’s accomplishments, they frequently feel a sense of accomplishment that can result in an even greater boost in productivity. You might even think about giving them a raise or an incentive like a free lunch as a reward for their accomplishments.

Provide valuable feedback

While many workers want to hear about their strengths, some want to hear about how they can develop professionally. Your assessments can enable you to give them constructive criticism. Agents are frequently happy to know that you want to see them succeed and can use your criticism to help them perform better.

What is a call center scorecard?

A call center scorecard is a questionnaire you can use to gauge how well your agents serve customers. You employ this tool for quality control to assign each agent a rating based on their overall performance. Good call center scorecards are objective, allowing you to pinpoint the team’s or an individual’s strengths and weaknesses. For instance, you can offer an employee individualized training if you find out they need assistance with their conflict-resolution abilities. If several employees could gain from learning a technique, team training might be more appropriate.

How to create and use a call center scorecard

To create a scorecard for a call center, follow these instructions:

1. Determine the overall goal

First, determine the overall goal of your call center scorecard. You might want to monitor the volume of work your agents produce so they can establish clear objectives. You could also use your scorecard to improve agent performance. Whatever your objective, be clear about it and plan your campaign to help you achieve it.

2. Solicit agent input

Getting input from your agents can help you create a scorecard that is more useful. They may have ideas for improving customer service since they are most familiar with the call center and its procedures. For instance, they may observe that customers value helpful solutions more than quick responses. These preferences can be reflected in your scorecard by rewarding staff members who offer useful solutions, even if it takes them a little longer to speak with the customer.

3. Solicit customer input

You can decide how to best serve customers by directly asking for their feedback. Utilize surveys to determine the factors that your customers care about the most. For instance, you can increase your employees’ responsiveness if they express a dislike for lengthy wait times.

4. Determine what criteria to measure

Next, choose the metrics to use by taking into account the objectives of your business. For instance, if your business emphasizes its dedication to providing excellent customer service, you might want to assess the attitude and responsiveness of your employees. Focusing on whether employees uphold the company’s core values may be important for businesses with strong company cultures. Other criteria that might apply to your call center are illustrated by the following examples:

5. Design the scorecard

A call center scorecard should be relatively short. It may be simpler for customers to complete and for you to analyze a scorecard with 10 to 20 points. Use your criteria to create an objective checklist. For example, if you want to concentrate on attitude, some pertinent points might be:

5. Choose a call center scorecard platform

Many companies use spreadsheets to collect and manage their data. Consider using a call center scorecard platform to streamline the procedure. Good platforms enable you to modify your scorecards to meet the specific needs of your business.

6. Start implementing

Initially roll out your call center scorecards to a small number of agents. In this manner, you can evaluate the checklist’s effectiveness and clarity. Before rolling out the scorecards across the entire company, you can make the necessary adjustments if the results indicate that the criteria need to be more precise.

7. Choose the right people to oversee your quality assurance campaign

Your chances of receiving unbiased data can be increased by selecting the appropriate individuals to direct your quality assurance campaign. These unbiased findings are necessary for accurately tracking progress and collecting reliable feedback. Selecting impartial managers to select which calls to assess and finish the checklist

8. Review call center scorecards with employees

After rating your staff, think about scheduling individual meetings to go over their scorecards. These interactions demonstrate your interest in their development and desire to see them succeed. You can compliment their accomplishments with specific feedback and offer them helpful criticism to help them get better.

9. Keep monitoring

Consider using scorecards frequently after you first implement them. To make sure your business upholds its standards, you can establish a schedule for rating employee performance. Weekly scorecards can help you gather consistent feedback and maintain employee focus if your business is large and has high standards. If your company is smaller, already achieving its goals, or wants to save resources for the implementation of other quality assurance methods, monthly scorecards might be a better option.


How do you create a call center scorecard?

A call center scorecard is an evaluation system designed to assess the performance of your contact center and provide feedback about your call center agents’ performance, customer responses, and adherence to or deviation from your company’s standard operating procedures.

How do you measure performance in a call center?

Here’s how to create a scorecard that is meaningful for your agents, valuable to your management, and beneficial to your customers.
  1. Step 1: Determine the overall purpose. …
  2. Step 2: Solicit the input of stakeholders. …
  3. Step 3: Select the criteria. …
  4. Step 5: Implement tentatively. …
  5. Step 6: Monitor and refine.

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