Balanced score card

Need some help with 2 items.

One does anyone have an example of a call centre balanced score card for an agent. The balanced score card needs to cover metrics like calls per hour, sales, complaints, but any examples would be great.

Secondly how is it best and the easiest to show how someone is performing overall against another individual. Im saying easy so that if a Manager needed to explain to an agent why they are say 35th its easy to explain how they need to improve and what area, and also easy to explain against an individual that is say 1st. Any advice in this area would be great as I want to look at a fair way to link this to bonues payments.

Thanks

On the BSC, it all up to your org. - what do you want to drive? Be careful as once you put it in, you are driving the behaviour of you entire ctr hence it best to carefully think what your org. focus & drive. Each ctr differ from another & you can't take theirs as good.

You might want to built a BSC within a BSC whereby certain criteria could be change from time to time given the business issues come & go as again to ensure you are able to drive the entire team forward when everyone id BSC result focus.

Once you are firm with the BSC matrics, get you IT to incorporate it into your intranet for easy reference by all of course you may want to include certain view privilages.