How to Build an Ideal Call Center Quality Monitoring Scorecard?

April 29, 2020 Jim Iyoob

It’s crucial for call centers and QA managers to understand the Importance of using a call center QA scorecard. With a successful call center monitoring strategy, companies can significantly improve customer satisfaction, employee retention, as well as their bottom line. Decision-makers can quickly identify problems, maintain call quality standards, and improve team performance while enhancing customer satisfaction ratios.

Putting in place a quality monitoring scorecard, however, can be tricky. Here is a guide to help you navigate the implementation of a functional call center monitoring scorecard strategy.

Set Your Goals & Objectives

Every call center is unique in its way, so it’s crucial to ensure that all elements included in the scorecard are specific to your own customer, and business needs to help you measure what’s important. Ensure you know where you want to see yourself so you can create specific and actionable goals that make your support vision come to life. For instance, are you looking for ways to increase the quality of phone calls, provide faster solutions, ensure adherence to guidelines, or create a foundation for agent’s training and coaching?

Accurately Define KPIs

What KPIs are essential for your call center? Choosing optimal key performance indicators (KPIs) is the key in assessing call center performance. You will want to choose KPIs that align with your company’s mission, vision, and goals. Indicators that are considered to create the most significant impact on the desired goal must be prioritized. Some components to consider include customer service quality, protocol compliance, and agent’s problem-solving abilities, follow up service or call center etiquette. Make sure that the KPIs are clearly understood by everyone involved.

Solicit the Input of Stakeholders

Hold a meeting with your whole team to discuss the processes, strategies, and how you are going to execute the quality assurance process. See if anyone has inputs and recommendations to improve your plan. After all, agents are always on the front lines, dealing with customers daily so their experiences can provide valuable input that helps determine the benchmarks that make their customer interactions successful.

When your whole team is actively involved in the process, you will have a better chance of adjusting behavior as people will show a stronger commitment to measuring up to the benchmarks they helped define.

Determine the Call Center QA Monitoring Scorecard Criteria

The effectiveness of your quality monitoring scorecard goes as far as the items included in the evaluation form. If you’re working with a poorly designed call scoring evaluation scorecard, you will eventually have inaccurate data that does not correctly assess agent performance or misses vital performance areas.

Once you determine which metrics to hold your customer agents accountable to, creating QA criteria is easy. Develop a checklist taking into account the various metrics that suit your call center, your employees, and your company goals/values. Anywhere between 10 to 15 questions should be ideal.

Instead of overwhelming your QA scorecard with dozens of questions, concentrate on the aspects of your team’s interactions that matter most to you. When it comes to the weighting criteria of each of the components, discuss how important each element is and from that determine how it should be weighted.

Gather Data for Feedback

QA analysts, team leaders, and analysts can gather invaluable data from a collection of scorecards, gaining a broad overview of the employees’ efficiency. From this data, you will have a better understanding of what opportunities are being missed, what areas demand improvement as well as where you are doing well. This paves the way for targeted training that builds your staff’s skills.

Continually Review KPIs and Revise Your Plan as Necessary

You’ll need to check your KPIs regularly to make sure your changes are maintaining an efficient and effective call center. Check your metrics and tweak them as desired to suit your workforce’s evolution and development. If the metrics on your scorecards fail to correlate with business goals, then you should consider updating them to reflect your company’s values and goals. Always solicit feedback from agents and communicate any changes you made as a result of their input.

Multiple scorecards can be developed to evaluate calls, emails, live chats, social media engagements, or whatever elements you want to measure.

Your call center scorecard is the foundation of your QA process, so take time to create a proper one that works perfectly for your unique business. With an effective call center monitoring system, your company not only benefits from improved quality scores but will also keep ahead of the competition and build a loyal following.

To learn more about how Etech can optimize your current QA department, or help you develop/fine-tune your current QA Processes, feel free to contact us via our website.

Jim Iyoob

Jim Iyoob is the Chief Customer Officer for Etech Global Services. Jim has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Jim has an impeccable track record of innovation and advanced business intelligence. Based on his level of expertise, Jim has been featured in numerous publications including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter by “Iwantitnow”. He has co-authored three books on the call center quality monitoring.