Average Handle Time: This directly relates to customer satisfaction and will indicate how well your agents resolve issues. After listening to our customers, analyzing industry trends, and studying existing tools, we saw an opportunity to better support our clients.

At the end of the day, a customer service scorecard must be able to tell you how satisfied your customers are with your performance. Like NPS and Customer Satisfaction surveys, your scorecard should help your agents put themselves in custom customers and predict how happy they are with the customer experience. It’s about proactively managing the customer experience. Business-critical KPIs are concerned with your company’s procedures and how well you’re meeting your goals. These metrics should focus on employee engagement, customer satisfaction, and employee productivity. Outcomes take your scorecard beyond just a number to offer your call center tremendous value. It helps you see if your criteriasuccessfully provide a great customer experience, increase revenue, alleviate stress, and meet regulatory and process standards.The good news is that customer experience typically falls into five categories: time, performance, service, quality, and cost. And you can measure most of this using your customer service scorecard.

No more jumping between screens, working across disconnected tools, or transferring data between spreadsheets. It’s time to focus on the agent and their performance. QA data from scorecard evaluations, call recordings, analytics, and more offers detailed performance insights so you can target individual weak spots and boost customer service KPIs while improving agent engagement.Create multiple tailored scorecard designs, choosing numeric, non-numeric or pass/fail formats that meet every requirement. Operating on Bluetooth LE connectivity the Unicorn Smartboard® instantly transmits the score of every dart to the Unicorn Scorebuddy® app on your mobile device. While spreadsheets are cheap and easy to use as scorecard templates, they entirely completely manual; plus, there’s no protection from human error. Spreadsheets are practical for static and simple formulas, but complex data, forecasting, and monitoring are impossible. To measure these less easily quantifiable metrics, you’ll need some call center quality monitoring report that allows your agents to review their empathy level and whether or not they went above and beyond for the customer. Lengthy preparation times are a big obstacle when it comes to call centre coaching, with research finding that managers are spending 2 to 3 hours preparing for every 34 minutes of actual coaching.