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Call Center Activity

The document discusses establishing an effective call center agent performance scorecard. It recommends involving stakeholders in developing scorecards that measure important behaviors defined by customers and KPIs. Managers should be trained on using the scorecards and assessing calls consistently. The scorecards should then be used to train agents, monitor live calls, and provide feedback to ensure agents demonstrate qualities like honesty, empathy, and adaptability.

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Alexandra Munteanu
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260 views3 pages

Call Center Activity

The document discusses establishing an effective call center agent performance scorecard. It recommends involving stakeholders in developing scorecards that measure important behaviors defined by customers and KPIs. Managers should be trained on using the scorecards and assessing calls consistently. The scorecards should then be used to train agents, monitor live calls, and provide feedback to ensure agents demonstrate qualities like honesty, empathy, and adaptability.

Uploaded by

Alexandra Munteanu
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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1.

Make sure that you have call center software that allows for call monitoring,
recording and call barging
2. Involve call center agents, managers and stakeholders in developing
scorecards/evaluation forms that will measure call center agent performance as
they are on the call

Scorecards should have measures that are in accordance with company


policy,KPIs, external benchmarking and customer expectations for service

Understand what your customers expect and how they want to be served
(through customer research: interviews, focus groups and surveys) and ensure
that you are measuring and monitoring the behaviors that align with your
customers expectations

Define what constitutes a quality interaction, what you are measuring and
how it will be measured

Provide examples of behaviors that will be assessed. Include examples that


demonstrate excellent, average and poor quality of the behavior being
measured

Continually review the scorecards

Ask yourself the following questions. Am I assessing the most important


behaviors (as defined by company policy, customers, agents, costs, etc.)? Can I
develop an action plan from the results of the scorecard? Can I communicate
the results to the agents effectively? Am I able to identify outstanding
performance as well as areas for improvement?

3. Train all managers on how to score agents performance and assess for interrater reliability
4. Use the scorecard to train agents so they have an accurate understanding of
which behaviors will be assessed

5. Develop a coach and manager training program to ensure that they are most
effective at monitoring calls
6. Use the scorecard to monitor live calls for:

Honesty: Is the call center agent providing accurate information? Is the agent
transferring the caller when the needs are too complex or outside of their skill
base?

Attention: Is the call center agent attending to callers words, needs and
desires?

Interest: Is the call center agent interested in the callers needs and
interested in helping them? Is the caller using effective questioning?

Empathy: Is the agent displaying appropriate empathy and concern for the
callers situation?

Friendliness: Is the call center agent friendly and welcoming? Is the call
center agent polite (saying please and thank you)? Did the call center agent
address the caller by their name?

Personalization: Is the call center agent interacting with the caller in a


personalized manner?

Professionalism: Is the call center agent following company guidelines for


professional behavior? Is the agent speaking clearly? Is the agent confident?

Effectiveness: Is the call center agent offering the most appropriate


solution? Is the call center agent answering the callers questions correctly? Is
the agent pro-actively adding value?

Adaptability: Is the agent being flexible and adapting to the callers needs?
Effective listening behaviors; Is the agent demonstrating active listening skills? Is
the agent interrupting or talking over the caller?

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