Training and Staff Development >

Scorecard/Evaluation Form without a Score?

Topic Views - 270

Scorecard/Evaluation Form without a Score?
Hello,

I am a Quality Analyst for Call Centers in a Medical field. Has anyone had any experiences with creating a Scorecard/Evalaution Form with no actual score? (Score is hidden from Agent and Supervisor). What are the pro's and con's of having a Scorecard with no score?

Please let me know your experiences :)

Editor

Call Centre Helper

Lots of people don't use a score
You do not need to have a score.

Remember that the main reason for doing a Quality Evaluation is to change Advisor Behaviours for the better.

Many people simply use a Pass/ Fail or Red/ Amber/ Green

Others doe a Pass/ Fail/ Best bits/ Areas for Improvement evaluation

There were lots of other ideas on this webinar if you watch the recording
https://www.callcentrehelper.com/webinar-the-best-ways-to-design-a-quality-scorecard-134157.htm

Want to add a comment?

Not found what you were looking for?

1. Try searching through our site.
2. Still not got an answer?

Why not ask the Call Centre Helper Community? Click here to ask your question

Categories

Ask a Question
& Find an Answer

Get answers from the Call Centre Helper community on your most difficult challenges

Ask Your Question