How to Build a Call Center Evaluation Scorecard

I’ve ditched a company due to bad customer service before… have you? If so, you and I reflect the 8 in 10 consumers that are willing to switch companies due to poor customer service. We, like most consumers, have come to expect high quality interactions at each company touchpoint. That’s why it’s critical that contact centers have solid quality programs bolstered by a strong call center evaluation scorecard.

For agents to provide exemplary, retention-driving customer service, they need to know how they are performing against quality standards, and an evaluation scorecard is the best and most effective way to do so. Whether your contact center is just establishing a quality program, or you’re a quality management veteran, the evaluation scorecard is key to setting the tone for contact center agent performance.

Tips for building a contact center quality scorecard

• One Scorecard may not “fit all.”Most contact centers have a lot of diversity across their interactions – different channels, different contact purposes, and even different languages. Thus, except for a couple key principals that apply to all interactions, it’s unlikely that one scorecard or form will be appropriate for all evaluations. Therefore, consider utilizing different scorecards depending on the interaction or team.
• Not too long… but not too short. Like Goldilocks, you want to find an evaluation scorecard length that is “just right.” Hone in on measures, metrics, and questions that will really move the needle for your business. Agents can’t focus on too many things at the same time, and quality managers don’t have hours to spend on each evaluation!
• Make it fair. Ensure that an agent’s cumulative quality score reflects a fair sample of agent interactions both in quantity and type. You want to ensure that the evaluation sample per agent represents the different types of interactions they handle, including varied sentiment and contact purpose. You can use a good quality management analytics program to automate and ensure that the samples assigned to your quality plan vary in sentiment, and even keywords and phrases!
• Keep it simple and easy to digest. Simplicity is key in both evaluation form and quality scorecard creation. Ensure form questions are clear, as subjective as possible, and leave little room for interpretation across evaluators. When it comes to sharing the results, agents shouldn’t need a PhD in data science to understand where they need to improve, how they rank against their peers in quality, and how they’re trending.