The key to success for every call center is to maintain consistency in providing a satisfactory customer experience while continuing to improvise and improve. It can become difficult to balance customer expectations and experience, while also ensuring   agent motivation and performance stays high.

Most call centers hire quality analysts to analyze  agent performance. QAs evaluate the performance based on sample data and guidelines provided. Results from the QA  is noted on an evaluation form or scorecard. Supervisors refer to the scorecards before making any strategical decision for the agent.

It is very crucial for  call centers to design an effective scorecard in order to accurately track  agent performance.. Supervisors can design  scorecards, as needed, within most  quality monitoring tools. Below are some additional features which will help when designing quality scorecards needed when implementing a quality monitoring tool:

• Multiple Scorecards: The ability to create multiple scorecards, as needed, is a must. Different campaigns within one call center will require separate scorecards with specific guidelines for each campaign. 
• Add Attachments: Quality analyst will need the option of adding attachments to  scorecards for reference. This function will help the agent access  both attachments and scores on the same platform, correlating between the two effortlessly.
• Customizable Questions: Each question on the scorecard needs to be created based on answers expected. An effective quality monitoring tool  will need a  feature to incorporate different kinds of question formats, accepting answers through — multiple-choice, long answers, short answers, multi-selection checkbox, radio buttons, etc.
• Group Questions: The ability to group similar kinds of questions into one section helps both supervisors and quality analysts. Simplifying the process of identifying  strengths and opportunities of the agent for a particular section is also very beneficial.
• Additional Details: The quality monitoring tool should allow the quality analysts to add comments, assign training or upload training material within the scorecard. Having a training  feature in the  scorecard helps  agents specifically to access all kinds of useful and strategic information in  one place.

If the scorecards are built effectively, senior management level personnel  can capture business insights such as  market trends, competitor analysis and CSAT(after analysing them).

In addition,  supervisors can strategically   plan  improving  team performance by referencing scorecards.

QEvalPro is a  quality monitoring tool which allows  users to build customized, quality scorecards per company  requirements, and includes all of the features we have described. QEvalPro offers hundreds of detailed, customizable reports which equips call centers with what they need to analyze performance using  scorecards.