Recorded Webinar: The Best Ways to Design a Quality Scorecard


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Quality Scorecards are used in a lot of contact centres, but they often fail to emulate best practice, ending up in a box ticking exercise.

In this webinar we looked at the best ways to design a quality scorecard, so that can change behaviours

Agenda

  • Introductions – Jonty Pearce, Call Centre Helper
  • Martin Jukes, Mpathy Plus
Webinar Slides: Best Ways to Design a Quality Scorecard by Martin Jukes

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  • Reg Dutton, EvaluAgent
Webinar Slides: Best ways to design a quality scorecard by Reg Dutton

Click here to view the slides

Topics to be discussed

  • The right questions to ask on a quality scorecard
  • Using quality to change advisor behaviours
  • Avoiding quality becoming a box ticking exercise
  • How to improve calibration between advisors
  • The role of compliance
  • The importance of courtesy phrases
  • Percentage scoring vs pass fail scores vs traffic lights scoring
  • Using technology to automate the quality scoring process
  • Top tips from the audience
  • Winning tip – “Use a scatter graph to measure different metrics against each other and see if they have an impact on each other. If there is a strong correlation then these two KPIs might be ‘double rewarding’ or ‘double punishing’ agents” thanks to Joseph3

Original Webinar date: January 2019


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This webinar was brought to you by Call Centre Helper and is sponsored by EvaluAgent.

Click here to view the replay.



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