What is a Call Center Agent Scorecard?

A call center agent scorecard is a tool for measuring and monitoring quality assurance (QA) and performance metrics for individual agents. Call center agent performance metrics are typically set in advance and used to evaluate each agent on a level playing field to ensure a company’s established processes are adhered to and the overall company benefit is clearly measured and agent behavior aligns with company goals. The scorecard is the tool to measure individual agent performance against those best practices.

Quality management and performance management are vitally important to businesses, especially as a means to differentiate a brand. Without scorecards that provide accurate measurements of performance, call center leaders and agents cannot understand where they need to improve. In many contact centers, scorecards are manually created and maintained, which makes it difficult to stay consistent or keep them updated. That’s why quality monitoring and performance management software that create automated scorecards are necessary.

Automated scorecards make it quicker and easier to align a call center’s goals with customer expectations and keep tabs on how agents are performing against those expectations. Call centers may need different scorecards for different teams depending on each team’s role in the customer journey, but leaders should still tie each component of the scorecard back to the same overall company goals.

Call center agent scorecards are one piece of a greater call center quality management and performance management program. By implementing automated call center agent scorecards, managers can meet customer expectations while engaging agents.

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NICE CXone is the industry’s only interaction-centric platform where channels, data, applications, and knowledge converge to improve customer experience at scale.

It is the leading, most complete and unified CX Platform on the market, used by thousands of organizations of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help you holistically run your call (or contact) center operations.

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