What Is a Call Centre Scorecard? Related Articles How to Create a Contact Centre Scorecard How to Create a Contact Centre Quality Scorecard - With a Template Example Call Centre Quality Parameters: Creating the Ideal Scorecard and Metric Contact Centre Benchmarking vs. Balanced Scorecard: Which Is Best? © iushakovsky - Adobe Stock - 356990608 728 Filed under - Definitions, Metrics, Scorebuddy, Scorecard What Are Call Centre Scorecards? Following a developed set of metrics, call monitoring scorecards are tools utilized by managers who are implementing a quality assurance programme. Scorecards gather information about a range of subjects, including: ProcessesCompliance objectivesGoals and metricsTone of voice Call centre agents use scorecards to self-evaluate each interaction with a customer. Managers can then use the information from these scorecards to identify pain points, successes, and areas for improvement. Scorecards can evaluate content from a range of different channels, including text, email, phone calls, and social media messages. The main benefit of scorecards is that they improve both agent performance and processes at the same time. How Do BPOs Interact With Scorecards? Now that we understand call centre scorecards, let’s talk about scorecards for business process outsourcers (BPOs). What are the differences between the two? There is a lot to think about here, like: BPO scorecards measure the client’s outsourcing business goals with agent performance.BPOs also use scorecards to analyse whether a client’s profitability metrics are on track. Customer satisfaction is a huge indicator of repeat business. 50% of customers say they would never buy from a company again after a poor experience. Scorecards help lower the risk of this happening in BPO call centres.Lastly, BPO scorecards can be used as an incredibly effective coaching and training tool and can be customized with each outsourced client’s branding. Thanks to Scorebuddy Author: Robyn Coppell Published On: 1st Dec 2022 Read more about - Definitions, Metrics, Scorebuddy, Scorecard Recommended Articles How to Create a Contact Centre Scorecard How to Create a Contact Centre Quality Scorecard - With a Template Example Call Centre Quality Parameters: Creating the Ideal Scorecard and Metric Contact Centre Benchmarking vs. Balanced Scorecard: Which Is Best? Related Reports eBook: Improving Customer Experience and NPS Through Quality Assessment eBook: Understanding Call Center Quality Assurance Frameworks eBook: If Your Contact Center Uses Spreadsheets Read This 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