Agents at your call center are working hard, and they seem to be doing a great job managing a mountain of calls and providing good customer service. But do you have all the information you need to dig down and really determine agents’ effectiveness on the phones?
What exactly are they doing well, and how could they be even better? If outstanding customer service is a priority in your call center (and it should be), then you need a reliable method by which to oversee, measure, and coach agent performance.
And at the core of any good quality monitoring system is a great scorecard. Here’s how to create a scorecard that is meaningful for your agents, valuable to your management, and beneficial to your customers.
Although you may be eager to start stamping KPI’s on a scorecard and measuring away, the first essential step to developing any sort of assessment system is determining the exact purpose of the assessment itself. Baseball legend Yogi Berra said it well: “If you don’t know where you are going, you’ll end up someplace else.
Focusing your purpose will help you determine what you’d like to measure and make the results more worthwhile.
Remember that scorecards are not just a management tool. They can be a valuable asset to agents who wish to improve their performance and to customers themselves.
Knowing how to create a scorecard that serves all stakeholders will mean a more valuable scorecard overall. If you have a source of customer feedback handy (e.g. customer surveys), harness this information toward developing a scorecard that serves them well.
**Voice of the customer in contact centers and why yours may be failing**
Likewise, invite agents to contribute to the development of scorecard criteria. This gives you perspective from the front lines of your call center, and has the added bonus of increasing agent buy-in on call monitoring and evaluation.
Now that you have consulted relevant stakeholders and determined the overall purpose of your scorecard, it’s time to decide what you will measure. You may wish to develop a combination of KPI’s that give you a snapshot of overall effectiveness and also zeroes in on the points of emphasis that relate specifically to your purpose.
Here is a list of scorecard items from which to select; of course, you can also develop some of your own form items specific to your call center goals and the needs of your customers.
Be mindful of the number of items you include on a scorecard. Too few, and a small change in a single KPI could throw off the whole score. Too many, and an entire area can suffer greatly without causing a visible impact on the overall score.
Also be aware of the weighted value assigned to each item to be sure that it aligns with your purpose.
Step 4: Decide on a platform
Depending on how you plan to use your scorecards and the data they produce, you can select from a variety of platforms to manage them. Although a big chunk of contact center still rely on excel spreadsheets to manage their scorecard data, others prefer a more integrated approach in which scorecards are part of the overall CRM system.
**Why you need to get rid of spreadsheets in your call center**
There are even platforms that allow you to create scorecards and manage your entire call center workforce all from a single view, like PlayVox. The system you select depends, of course, on the size, scope, and budget of your call center.
As you move toward the implementation phase of the scorecard you’ve so carefully developed, remember that the proof of a scorecard’s usefulness, clarity, and reliability is evident only when it is in use. As such, consider the implementation of your scorecard as provisional, in order to make room for potentially necessary changes following the launch.
Scorecards and the data they produce should be continuously monitored, especially in the beginning. The sooner you identify form items that are not useful or are having an adverse effect on your data, the sooner you can make adjustments, and the less time you will have wasted using a scorecard that’s not working.
As your scorecards begin to produce a volume of data, it’s important to collect and compile this data in a way that is actionable.
That is, data should be presented in such a way that it helps managers to identify strengths and weaknesses in the call center and to coach and reward agents accordingly; furthermore, it may also be necessary to present this data to agents in a way that facilitates self-monitoring.
Again, depending on the platform you have chosen, there are CRM systems that may be useful to this end.
Over time, the goals of your call center will likely evolve, and it is important that your scorecard evolve along with it. Continuously monitoring and periodically updating your scorecard to reflect the latest needs of your call center will mean data that is always relevant and worthwhile.
Publish Date: December 22, 2016 5:00 AM
|2.)||All Ears Ltd|
Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.
We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.
We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.
PH: 644 9201929
Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing
Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.
Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.
Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.
Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.
Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.
PH: +44 (0)1258 820100
|7.)||Unicom Services Ltd.|
Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.
Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.
* Conference systems - audio video terminals, personal and group multipoint conferences.
* Telecom Products - office wired and wireless phones, dect systems, softphones.
* Video conference software for contact centers and offices.
* Unified Communication Solution.
|8.)||Xiamen Mairdi Electronic Technology Co., Ltd|
Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
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