Recorded Webinar: The Best Ways to Design a Quality Scorecard


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 look at the best ways to design a quality scorecard, so that you can change behaviours to improve the customer experience.

Topics 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

Panellists

Martin Jukes- Headshot
Martin Jukes
Mpathy Plus
Reg Dutton- Headshot
Reg Dutton
EvaluAgent
Jonty Pearce- Headshot
Jonty Pearce
Call Centre Helper

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


Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox.