What Is a Balanced Scorecard? Related Articles What Is a Balanced Scorecard and How Do You Create One? How to Create a Contact Centre Quality Scorecard - With a Template Example A Beginner's Guide to Balanced Scorecards How to Create a Contact Centre Scorecard © Andrii - Adobe Stock - 515216676 781 Filed under - Definitions, Metrics, Scorecard What Are Balanced Scorecards? A balanced scorecard divides metrics into categories. These categories should reflect the fundamental areas of contact centre performance. For example, categories could include “advisor”, “customer” and “business”. An alternative might be “people”, “customers”, “financial” and “process”. Whatever the case, the goal is to track a relatively equal number of metrics across each category to achieve a well-balanced centre and clear view of performance. Yet, to a degree, balanced scorecards have disappeared over the past five to ten years. Why? Because contact centres: Failed to create a data flow to track/measure each metric easilyOverloaded the scorecard and became confused over which metrics to prioritizeTampered with metrics to mislead executives about actual performanceFailed to teach stakeholders about the subtleties of productivity metrics However, this has had a detrimental impact on the contact centre – as many now lack an understanding of how metrics influence one another. “Bringing back the principle of the balanced scorecard – so businesses understand the relationship between processes, customers and costs – is important,” says Ian Golding, Founder of the Customer Experience Consultancy. “That discipline needs to return.” Having a clear picture of performance also positively differentiates the balanced scorecards while benchmarking examines metrics in isolation. Author: Robyn Coppell Published On: 17th Nov 2022 Read more about - Definitions, Metrics, Scorecard Recommended Articles What Is a Balanced Scorecard and How Do You Create One? How to Create a Contact Centre Quality Scorecard - With a Template Example A Beginner's Guide to Balanced Scorecards How to Create a Contact Centre Scorecard Related Reports eBook: Measure What Matters - Contact Centre Efficiency eBook: Gap Analysis for Individual Training in the Call Center Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter