If you manage a call center, you will know that positive customer engagement is the key to success. You may take a look around the call center and have no apparent issues. Everyone is working hard and trying their best. But how do you know that they are working at optimum efficiency? Well, that’s why we have scorecards for call centers. Scorecards have been in the industry for some time now, and they are certainly nothing new. However, what information do you need to collect on them? In our last article, we had a look at quality monitoring and some of the factors that you may want to include in your control. We had points like the following:
Scorecards For Call Centers – Getting to The DetailAs I have just mentioned, scoring on broad categories can get messy and uncontrollable. Therefore, a call center is much more productive if there are specific critical points checked. So, let’s take a look at some of the details that can be collected. For this example, we are going to look at an education course call.
Professionalism Scoring on ScorecardsFirst of all, we are going to take a look at the professionalism of an agent. You may think that scoring someone on their ability to be professional is a simple, single question. However, here is a list of a couple of things that you may want to find out in just the introduction stage of a call:
- Agent Name. – This point may seem obvious; however, sometimes, especially with new starters in a company, it is a simple point to miss.
- Company Name. – Has the agent told the caller the name of the company for which they are working?
- Recorded line. – Did your agent tell the caller that the call was on a recorded line?
- Call reason. – Was a reason for the call given?
Attention Scoring on ScorecardsThe attentiveness of an agent can also seem like an easy thing to score. However, again, there are many variables in this section. If an agent appears to be attentive most of the time in a 5-minute call, how do you score that? Do you guess it at 90% because it seemed like they were paying attention most of the time? For this section of the article, we will look at the contact information that is required to be collected.
- Name of the caller. – Did the agent collect the name of the caller?
- Zip Code. – Was a Zip Code confirmed?
- State. – Was it checked that the Zip Code was in the correct state?
- Street Address. – Did the agent confirm the street address of the caller?
- Email. – Was an email address collected?
- Contact number. – Did the caller give a contact number?
Collecting Information.There are a lot of different ways in which we can collect this detail. Here is a list of some of the most common ways people monitor calls and information collected:
- Call Barging. – The majority of call centers will select high priority calls to barge, and then manually mark them. It is a difficult task to complete on any mass scale.
- Call recording and review. – Some centers will record a certain percentage of random calls and then manually review the calls. Again, this will only provide a small window int the quality of your business.
- Voice analytics. (VA) – This way of checking calls is becoming more widespread. Perhaps with good reason. Voice technology can mean that a lot more calls are monitored and scored automatically. Some of the issues with voice analytics are that it may miss some critical points due to the low quality of a phone call.
Downfalls of Information Collecting Methods.As you can see in the above list, there is not a single method of collecting information without its downfalls. Therefore, no matter what selection you make, in house QA teams will often miss most of the calls. If there is a large number of unanalyzed calls, then that will have knock-on effects on two main areas of business:
- Quality. – If you miss monitoring calls, then you are going to sacrifice quality.
- Morale. – One of the less seen points that you will effect by missing calls is morale. You need to remember that you are not only monitoring calls for bad marks. But you also want to reward your best agents. This reward will give those agents a sense of pride, therefore pushing them to keep up the excellent work. Likewise, it will show to the other agents that if you do well, there are the rewards to show for it.
Recording of the Information.As you already know, the majority of information gets recorded on scorecards, with good reason too. They allow for information to be registered and kept for any amount of time that may be required. But what are the most common types of scorecards?
- Paper scorecards. – These may well be a thing of the past for most call centers. However, there are still some that use them. They can get messy very quickly, and lost even quicker.
- Spreadsheets. – Programs such as Excel are brilliant ways to collect information. They are entirely customizable, easy to fill out, and challenging to lose. However, there are downsides to them. We will tell you those later.
- Automated programs from VA. – Voice analytics often come as a complete package. It is analyzing and scoring in one application. This wholeness would seem like the ideal situation if it weren’t for the necessity of high-quality calls every single time. Although, you also have to consider the set-up and changeability of the program should your requirements change.