3rd Party Remote Call Monitoring Feature
June 09, 2016
Scorecards: What's the Big Deal?
By Stefania Viscusi, Assignment Desk, Content Management
Scorecards continue to play an important role in today’s contact center – even as it undergoes numerous changes. Regardless of the contact platforms, or is a human or robot is doing the communications – there will always be a need to measure performance and provide management with proof that what the call center is doing, is working.
With scorecards, it’s easy to see where improvements need to be made and to understand customer needs. These changes are key to improving the bottom line for any company.
BPA Quality has over 25 years of experience offering 3rd party remote call monitoring services for call centers and recently published a blog detailing the importance of score cards for performance improvement and their place in today’s centers.
Written by Martin Teasdale, Quality Solutions Director – UK & EMEA, the blog details what an ideal scorecard should include. Things like reviewing the data from those cards regularly and ensuring to involve front line team members and others in the discussion are important. This is the best way to avoid duplication and ensure a call center is keeping up with the latest trends and needs.
Another thing to keep in mind with scorecards is the fact that they can and should have a ‘standard of quality’ to live up to. Defining an ideal interaction and including examples will help to ensure that communications and activities are being measured properly.
There is a giant sea of possibilities as to what a good interaction is and how to achieve it. That’s where the experts come in and can assist businesses with deciding on what should be important and putting the plans into action.
For more, contact BPA Quality.
Edited by Maurice Nagle