How to measure call centre quality using scorecards
Most contact centre platforms are great at measuring call statistics like number of calls, average call duration, maximum call and so on but when it comes to quality there is little to no information.
Improving your call centre quality performance has numerous benefits including reduced call volumes and calls that are shorter in duration, improved customer satisfaction and improved efficiency for the call centre. But improving call centre quality is not an easy thing to do.
Training, coaching, available information, clear KPIs, technology, job descriptions, processes and so on all contribute to delivering a quality customer experience. Unfortunately, there is no magic technology that can fix all of those things (refer to a list of call centre consultant who can help >) but there is some technology that can help improve your quality through the use of call centre quality scorecards.
Call centre quality scorecards are used by a team leader or quality assessor to score the quality of a call. The scorecard is normally attached to the call so each call assessed will have a quality score and you can then get average scores for each agent, teams and across the whole centre.
Call centre agent performance scorecards typically also include the hard metrics like the number of calls answered, average talk time, longest calls, total sales etc rather than just quality scores.
The vendors below offer quality scorecards and/or performance scorecards that are typically built-in to the call centre platform ensuring all your data is easily accessible and connected to call recordings, agent records etc. This makes it much easier when coaching for example when you can bring up the call, and the associated quality score, and sit down with an agent and go through it.
In some instances, the vendors will provide templates already containing common quality metrics which is a great head start! Experience, however, is that you will always achieve a better outcome when you have your own quality program and metrics that are aligned to drive your expectations and that align with your organisation's objectives.
You can learn more about designing a quality assessment program on our CX Central website or we recommend engaging a specialist contact centre consultant who can help design the right program for you.
The good news is that most call centre quality scorecards software will enable you to completely configure all the metrics and templates to align with your own quality program. The technology is simply the enabler to capture the information.
Search call centre quality scorecard technology suppliers: