Tell-tale Signs You Need to Ditch Your Call Center Scorecard!

Ditch that scorecard because it's doing more harm than good to your call center

Tell-tale Signs You Need to Ditch Your Call Center Scorecard!

  • Agent Coaching, Agent Performance, Call Center, Call Center Outsourcing
  • BY mark
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How many checkboxes does your scorecard have? Most contact centers have gone crazy coming up with boxes to include in their scorecards. There’s a checkbox for the agent using the customer’s name, another checkbox for the agent telling the customer the benefits of a product and so on. Also, while you may start with a

How many checkboxes does your scorecard have? Most contact centers have gone crazy coming up with boxes to include in their scorecards. There’s a checkbox for the agent using the customer’s name, another checkbox for the agent telling the customer the benefits of a product and so on. Also, while you may start with a single checkbox, it quickly gives birth to more checkboxes. Before you know it, all your agents care about is checking the boxes, and not giving your customers a personalized, high-quality customer experience.

Bad scorecard leads to poor customer experience.
Bad scorecard leads to poor customer experience. Source: Callcentercomics.com

There’s a Better Way 🙂

A useful scorecard is designed to help the agents and help them improve performance. However, the sad reality is that most quality monitoring programs do more harm than good. According to a whitepaper by Dr. Jon Anton and Anita Rockwell, call agents have the following feelings in response to a poorly executed quality assurance service;

  • I feel like big brother is watching me
  • I am being policed
  • They are trying to catch me doing something wrong

Clearly, this high-pressure work environment is the reason why we have equally high churn rates in call centers. After all, the quality assurance team’s work is to build confidence and skills so that customers experience is improved. Contrary to popular belief, it’s not all about ensuring call agents follow the script to the T.

How much does your experience improve when call agent is not using a script?
A good script will give your agents something on which to lean if they’re struggling without making their speech sound contrived and unnatural.

What Do Your Agents Think About Your Call Center Scorecard?

With an excess of 25 million call-minutes reviewed, we have a good idea of how call centers measure quality. While we use quality assurance specialists to help you identify patterns and behaviours that trigger sales in your call center, we’ve come across contact centers where the managers and supervisors were entirely in charge of QA. We had a chat with agents in these call centers to learn from their experience.

An error is an error
“If you want to tell an agent that they suck at their job, please show them the data. “ – *Bob

 

I quit my call center job
“I quit my last call center job because the manager insisted on script adherence even if there was no context. That didn’t make sense to me.” – Jake*

 

Managers should have a real-time view of agent performance and provide daily reminders of coaching sessions
Managers should have a real-time view of agent performance and provide daily reminders of coaching sessions. – *Tom

 

“The best part of having an effective scorecard (in your call center) is that you don’t have to deal with generic coaching. I’ve dealt with managers who would prompt me to sound more friendly, build better rapport or make the client trust me. Ideally, the scorecard should single out behaviour patterns which result in better customer experience and encourage those specific behaviour among the agents.” *Linda“The best part of having an effective scorecard (in your call center) is that you don’t have to deal with generic coaching. I’ve dealt with managers who would prompt me to sound more friendly, build better rapport or make the client trust me. Ideally, the scorecard should single out behaviour patterns which result in better customer experience and encourage those specific behaviour among the agents.” *Linda
“The best part of having an effective scorecard (in your call center) is that you don’t have to deal with generic coaching. I’ve dealt with managers who would prompt me to sound more friendly, build better rapport or make the client trust me. Ideally, the scorecard should single out behaviour patterns which result in better customer experience and encourage those specific behaviour among the agents.” – *Linda

 

Based on these responses, we have been improving our services every day to provide custom scorecards which are best suited to your industry,call center agents and goals. We also ensure call center managers get real-time access to customer-agent interaction by displaying all agent reports on a dashboard. Lastly, because we understand contact center managers are one of the busiest people in the world, we take the time to listen to calls on their behalf while they focus on their core job.

 

Would you like a demo to learn how the real-time analytics dashboard can help you measure and improve agent performance in your call center? Simply contact us, we’d love to hear from you.