Today we're covering the most common call scoring mistakes that lead to inaccurate or ineffective coaching for your agents, based on nearly 20 years of experience helping contact centers improve team performance through cloud-based call center software. Take a look at a sample scorecard for each scenario below. 1. If you are into call center business and want to invite application request for your coaching classes, then you can go for this form template. Those with next to perfect scores every time might have perfected the script and robotically repeat it on every customer call regardless of the customer's needs. They have all been kindly supplied by Rob Wilkinson of Call Centre Connect, Published On: 24th Apr 2013 - Last modified: 6th Aug 2020 Read more about - Essential Call Centre Tools, Cheat Sheet, Coaching, Downloads, Training. These cheat sheets are all available in a downloadable Microsoft Word format so that you can customise them for use in your contact centre. Coaching supervisor can easily find out with the performance of the agent, either it will become call center assets or nuisance. We included a download link for 6 sample call center performance scorecards at the bottom of this article! If you're looking for call center agent scorecard templates to help you get started, you've come to the right place! Call Center Monitoring Templates by Channel, Did the agent follow appropriate procedures, Retrieve the accurate information in the process of resolving the conflict, Was the call handled or correctly transferred to a different department, Accurately got to the root fo the problem/ investigated the issue, Administered all relevant information to the customer, Positive, energetic and enthusiastic tone, Punctually answered the customer with the proper greeting, Did the agent ask follow-up questions to ensure they understood the problem, Informs the customer of the steps that will be taken to solve the problem, Did the agent give the customer the correct information, Was the question asked accurately and efficiently answer to the agents best ability, Proper spelling, grammar, and punctuation, Did the agent take time to explain the process to the customer, Did the agent pull up relevant records to assist the customer, Correctly follow the guidelines set in place by the company for answering questions, Agent checks to see if there is anything else they can do for the customer, Offered to assist with anything else they might need, Retrieved the customer's account number & correctly identified the caller in the system, Effectively transferred the caller if needed, Asked relevant questions to receive more information about the issue at hand, Showed empathy and took fault for the problem and apologized for the inconvenience, Gave the customer an appropriate time frame for the problem to be resolved, Remained confident, displayed patience, and proper mannerism, Refrained from using any type of slang or jargon, Spoke clearly, using the appropriate tone, Reviewed all the actions taken with the customer, Asked if the customer has any other questions and politely thanked them for calling, Correctly greeted the caller and introduced themselves, Accurately identified the caller and the account, Effectively transfer the call to the proper department/agent if necessary, Took responsibility for the caller's issues and, Sought out clues, and asked only relevant questions, Created an accurate action plan to solve the problem, Displayed proper diagnostic skills learned during training sessions, Resolved the issue swiftly and immediate if possible, Set realistic time-frames for the problem to be taken care of, Explained and determine the appropriate solution, The agent was attentive to the caller's comments/concerns, There were no long pauses in the conversation, The agent spoke highly of all department especially ones where the problem occurred, Spoke out of line/ was rude to the customer (deduct points), Call Scoring Template for Inbound Sales Agents, Ensured the contact information for the caller is correct, Discussed add-on features and their benefits, Created need for new products with the caller, Accurately answered the caller's questions, Highlighted important keywords when talking to the caller, Upheld a professional, confident attitude, Used proper grammar and refrained from using any type of jargon, Call Scoring Template for Outbound Sales Agents, Followed all legal regulations throughout the call, Connected the caller with the appropriate department/person, Educates the caller on additional features and benefits, Accurately presents knowledge of both the company and the product in question, Follows the company script when answering any questions the caller has, The agent picks up on any buying signals and appropriately uses an assumptive close, The agents are attentive and properly respond to the caller, Avoids interrupting and speaking over the customer, Maintains professional tone and pace when speaking, Download Your Free Call Monitoring Scorecard Templates, Call Center Software for Customer Service, AVOXI Hits the Mark Where Others Fall Short, AVOXI Named 2020’s Best and Brightest Companies to Work For in the Nation, The Call Center Manager’s Guide to Service Level Agreements, Tech Tips: Improving Internet Connection Issues of WFH Agents, Virtual Call Center Benefits to Accelerate Your Business, Tips & Tricks for Mastering AVOXI’s Contact Center Software. But it doesn’t have to be like that. It's important to pick up on trends that might be occurring with your employees and figure out what might be causing certain behaviors. But experience shows that 1:1 coaching is one of the surest ways to help call center agents understand their strong and weak points, and to help them improve their performance and realize their professional potential. It is a great idea to use examples of calls that not only done properly but also ones that are incorrect to point out where the agent could have done things better. Our Call Center Coaching programs create an easy to follow roadmap of knowledge and activities designed to make any Supervisor a better coach. Download . 2) 360 Leadership Assessment. Have a standing appointment weekly, bi-monthly, or monthly for meetings with each of your team members – and your agents drive the conversation. It's important to pick up on trends that might be occurring with your employees and figure out what might be causing certain behaviors. It is important for your scorecards to reflect the department your agent is working in. For your training program you can easily use this form and ask students to fill the necessary details. Before diving into the different style scorecards, it's important to note some other metrics to score employees on to ensure they are working up to the company's expectations. Agents will begin to focus primarily on the metrics and customers become their secondary priority when it should be vise versa. Measure your agents on what they CAN control rather than on what they can’t. We know how beneficial a well-made call center agent evaluation form is when used correctly, and creating better performance outcomes is what we're passionate about! To get the most accurate score for your agents it is suggested to use both manual and automated scorecards. It is important to clearly describe what you are measuring in your metrics. Related: Call Center Software for Customer Service, Call evaluation forms and agent scorecards are excellent, Like any other quality assurance tool, your call scoring forms should be set up to monitor and improve your team's specific performance metrics. Some of these metrics include tartiness, calling out at the last minute repeatedly, etc. Call evaluation forms and agent scorecards are excellent call center quality monitoring tools for better performance metrics. Those with low scores might be addressing the customer's needs and getting docked points for not strictly following the script. Hold a productive 1:1. Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox. Form Description. For your training program you can easily use this form and ask students to fill the necessary details. The Top 10 Latest Trends in Digital Customer Engagement. It is programmed to pick up on specific words, phrases or if there any silences. Choose the content that you want to receive. Some of these metrics include tartiness, calling out at the last minute repeatedly, etc. Switch your paper forms with fully customizable digital templates using the iAuditor Mobile App. If you are into call center business and want to invite application request for your coaching classes, then you can go for this form template. Free Call Monitoring and Coaching Form . Besides, you can also use upload fields through which you can ask ellgible students to upload their resume and based on that you can run your hiring program for call center. It wouldn't be fair to score agents handling customer service calls the same as someone in sales, which is why it is important to use specified scorecards based on that department's obligations. As we discussed earlier the most effective way to score agents is to use a combined method of automated and manual call scoring. If you need something more advanced and don't mind paying a monthly fee, check out companies like Paperform for more, Non-Scorecard Metrics (Overall Agent Performance). However, there are main categories that can be listed on scorecards disregarding the department. Instead of scoring your agents on customer happiness, try scoring them on customer effort. For example, if a customer calls and begins the conversation stating their issue in their introduction before you have even had a chance to speak (which is fairly common), you wouldn’t then reply with a script asking them their problem.