How to Build a Call Center Evaluation Scorecard

I’ve ditched a company due to bad customer service before… have you? If so, you and I reflect the 8 in 10 consumers that are willing to switch companies due to poor customer service. We, like most consumers, have come to expect high quality interactions at each company touchpoint. That’s why it’s critical that contact centers have solid quality programs bolstered by a strong call center evaluation scorecard.

For agents to provide exemplary, retention-driving customer service, they need to know how they are performing against quality standards, and an evaluation scorecard is the best and most effective way to do so. Whether your contact center is just establishing a quality program, or you’re a quality management veteran, the evaluation scorecard is key to setting the tone for contact center agent performance.

Tips for building a contact center quality scorecard