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Scorecard/Evaluation Form without a Score?

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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 :)

Helper

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

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