Call Quality Monitoring Templates

Call evaluation forms and agent scorecards are excellent tools for better performance metrics. Like any other quality assurance tool, your call scoring forms should be set up to monitor and improve your team's specific performance metrics. Today we're covering the most common call scoring mistakes that lead to inaccurate or ineffective coaching for your agents, based on nearly 20 years of experience helping contact centers improve team performance through. We know how beneficial a well-made call center agent evaluation form is when used correctly, and creating better performance outcomes is what we're passionate about!If you're looking for call center agent scorecard templates to help you get started, y ou've come to the right place! We included a download link for 6 sample call center performance scorecards at the bottom of this article! Your download includes call monitoring form templates for customer service, sales, inbound teams, outbound agents and more. Be mindful that scorecard metrics and templates are best used in conjunction with an overall performance tracker.

Before diving into the different style scorecards, it's important to note some other metrics to score employees on to ensure they are working up to the company's expectations. Some of these metrics include tartiness, calling out at the last minute repeatedly, etc. It's important to pick up on trends that might be occurring with your employees and figure out what might be causing certain behaviors. It is important for your scorecards to reflect the department your agent is working in. It would be unfair to score someone working in sales the same as someone working in customer service the same since their jobs require different sets of skills. However, there are main categories that can be listed on scorecards disregarding the department. The main categories are as followed:.

Greetings: Agents politely greeted the customer using the company script they learned in training. This script will include an introduction of themselves and the company, in addition to thanking the customer for calling. The most important part of the script is to let the customer know that the call is being recorded. Account Verification: correctly ask the caller questions in order to gather information to verify that you are working with the right account. Contact Information: In addition to verifying their account, it is important to refresh the caller's contact information such as their email address, phone number, etc. To avoid miscommunication down the road.

Call Center Observation Templates

Customer Service Quality: Personalize the call with the customer, use their name when speaking with them know you are engaged in the call and listening to what they have to say. Repeating specific details back to the customer is a great way to avoid miscommunication. Wrapping it up & Following-up: Once the problem has been resolved, ask the customer if there is anything else that you can assist them with and properly thank them again for reaching out. If the problem needs further assistance, create a follow-up appointment that is mutually beneficial to both parties. Automated scorecards are when the software is installed and it listens to each call that goes through the call center. It is programmed to pick up on specific words, phrases or if there any silences.

The agent's score might get docked points if they didn’t correctly greet the customer with the company script, took too long to respond, etc. Pros: Automated scorecards pick up on trends based on agent performances making the metrics easily comparable. This type of scorecard saves managers a lot of time because a robot is essentially performing the job they would if they used a manual scorecard. Cons: Since a robot cannot make logical decisions, automated scorecards are less accurate. Single handly using automated scorecards to measure agent performances can lead to a decrease in employee morale. Agents will strive to get the highest score rather than putting the customer's needs first.To get the most accurate score for your agents it is suggested to use both manual and automated scorecards. A great way to utilize both scorecards efficiently is to use the automated scorecard to pick up on trends and then manually take a look at the top performers and the low performers.

Those with next to perfect scores every time might have perfected the script and robotically repeat it on every customer call regardless of the customer's needs. Those with low scores might be addressing the customer's needs and getting docked points for not strictly following the script. For example, if a customer calls and begins the conversation stating their issue in their introduction before you have even had a chance to speak (which is fairly common), you wouldn’t then reply with a script asking them their problem. That wastes both party's time and the agent shouldn't be penalized for humanizing the caller's experience by drifting from the company script to appropriately accommodate the caller.

Scorecards are an excellent tool to use for your call center agent if they are used correctly, However, there are several common mistakes that can lead to inaccurately scoring your agents. Creating one call monitoring form for multiple departments. It is important to create department-specific scorecards to accurately score agents on their obligations.

Using too many agent performance metrics. If you begin scoring agents on too many metrics it begins to create confusion between agents as to what is most important. Agents will begin to focus primarily on the metrics and customers become their secondary priority when it should be vise versa. The key is to try to stay under 15 different metrics. Unrealistic call scripts. By requiring agents to follow scripts throughout the entire call it makes them sound robotic and becomes harder to connect and build a relationship with customers. Interpretation of the scorecard metrics.

It is important to clearly describe what you are measuring in your metrics. It is a great idea to use examples of calls that not only done properly but also ones that are incorrect to point out where the agent could have done things better. Forgetting your agents are humans, not robots. Not every customer is going to be satisfied after their problem is resolved, some customers might need more time to cool down than others. Instead of scoring your agents on customer happiness, try scoring them on customer effort.

Measure your agents on what they CAN control rather than on what they can’t. Neglecting manual call scoring. As we discussed earlier the most effective way to score agents is to use a combined method of automated and manual call scoring. It is also a great idea to use your other call quality assurance tools such as live call monitoring or call whisper to coach your agents to success.