5 Reasons Why You Need a Call Center Quality Monitoring Scorecard

When designed effectively, call center quality monitoring scorecards can bring a ton of value to customer service organizations, particularly call center teams.

Some of the key benefits of using call center quality monitoring scorecards include being able to provide clear guidance to frontline agents based on specific customer interactions, gaining insight into what’s driving negative customer feedback, unlocking opportunities to improve in delivery and customer satisfaction (CSAT), and more.

Here are some of the top reasons your organization may want to use call center quality monitoring scorecards as part of your quality assurance program.

Customer-Centric Companies Use Call Center Quality Monitoring Scorecards to…

#1: Ensure consistency across the organization

Before you can score your customer service agents on their performance using a call center quality monitoring scorecard, you first need to create a uniform scorecard for everyone within the department to use.

That requires aligning on what’s most important to your organization, defining the key categories you want to focus on, and coming up with questions to assess agent performance across these areas.

For example, here are some of the types of categories an organization may decide are high-priority focus areas to include in their call center quality monitoring scorecards:

• Customer greeting/sign-off
  • Addressing them by first name
  • Using the company’s sign-off
  • Restating how the issue has been resolved
• Tone
  • Embodying the brand voice
  • Demonstrating empathy
• Communication
  • Being thoughtful
  • Being clear
• Adhering to company policies

It’s important to keep in mind that whatever categories and questions you end up including should serve to reinforce your customer service training program and reflect the kinds of topics your supervisors routinely go over with your agents as part of their ongoing customer service coaching sessions.

#2: Get a holistic view of agent performance

Companies that design their scorecards to include a mix of yes-no and open-ended questions can get a 360-degree of frontline employee performance across a range of hard and soft skills.

For instance, in addition to asking yes-no questions about handle time or whether an agent has restated how they addressed the customer’s issue, your scorecard can also include questions that allow QA reviewers to provide detailed feedback about how agents can make improvements when it comes to complex topics like exemplifying your brand values and voice and communicating with empathy.

#3: Enable actionable coaching built off of real customer feedback

Some of the top tips for building a customer service training program include taking a data-driven approach to coaching agents, democratizing access to real-time customer feedback, and rewarding and recognizing agents for their strong performance.

Scorecards offer an easy and effective way to put all of these key best practices into use, especially when supervisors use agents’ individual scores to guide future 1:1 coaching sessions.

Be sure to provide agents with their:

• Individual scores across all of your organization’s call center quality monitoring scorecard categories
• Areas of strength and areas for improvement
• Actionable next steps on ways they can get things even better the next time

#4: Gain insight into what’s driving negative feedback to solve issues

Some customer complaints are inevitable, but savvy brands know it’s possible to get ahead of customer issues by uncovering—and addressing—the root cause of the problem.

Customer service scorecards can shed light on what these underlying challenges may be.

As part of your regular QA review, you may discover there are slight tweaks you can make to your company policies, upgrades you can make to your products, or enhancements you can make to your customer service delivery to reduce the volume of complaints your organization receives.

#5: Drive improvements in service delivery and CSAT

Scorecards are an important component of impactful quality assurance programs, and, as such, should help your organization optimize service delivery and the overall customer experience. That is, when your agents get better at meeting customer needs, you should expect to see your CSAT take off.

If your company’s overall QA score is improving, but your overall CSAT score isn’t, that could be a sign that your QA program and scorecard questions aren’t picking up on the factors that impact CSAT scores – including the quality of your products and services, your company’s timeliness and responsiveness, the effectiveness of your customer resolution process, and customer experience of interacting with your employees.

Need a Call Center Quality Monitoring Scorecard Template?

The world’s top service-focused brands, including Mercedes-Benz, Williams-Sonoma, Lemonade, and more, have partnered with Medallia Agent Connect to improve their QA scores, CSAT scores, and other important customer KPIs.

Ready to ignite agent performance? Check out Medallia’s guide, 4 Steps to Supercharge Contact Center Agent Performance, to learn how leading contact centers are putting the right systems and processes in place to achieve success.