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Uniphore Customer Portal

What is a Scorecard?

A contact centre scorecard is a tool to evaluate an agent’s performance based on certain key performance indicators. Scorecards are used for quality assurance, performance evaluation and management, training and development, and customer experience improvement. Scorecards also help provide agent a clear picture of their performance.

An example could be an Agent Performance Scorecard. The contact centre might want to evaluate an agent’s performance on every call, based on the following parameters:

  • Whether they performed the right call opening procedures

  • Whether they responded appropriately to customer feedback

  • Whether they asked the right probing questions

  • Whether they exhibited certain soft skills

  • Whether they closed the call properly

Each of the above can represent a section in a scorecard and can be further broken down into specific questions. For example:

Call opening

  • Did the agent provide the Customer with their name?

  • Did the agent introduce the brand?

  • Did the agent state the disclosure "This call is recorded for Quality and Training purposes"?

Feedback

  • Did the agent ask probing questions?

  • Did the agent educate the customer & find appropriate solutions?

  • If negative feedback was provided, did the agent apologise to the customer?

Sales

  • If this was a sales call, did the agent pitch the correct discount?

Soft skills

  • Did the agent proactively educate the customer using correct terminology?

  • Did the agent interrupt or speak over the customer?

  • Did the agent maintain an appropriate tone of voice adapted to the customer’s situation?

  • Did the agent avoid sounding hesitant or unsure?

  • Did the agent avoid awkward silence during the call?

Close

  • At the time of call closing, did the agent ask the customer for any further questions or requests?

  • At the end of the call, did the agent thank the customer for their time?

The above table represents a scorecard, with each question provided a weightage. The agent will be scored depending on the answer to each question. Similarly, you can have a different scorecard specifically to monitor whether agents adhered to certain compliance requirements during calls, like reading certain disclosures, authenticating the customer and so on.

Most of the questions above can be resolved using U-Discover Facts capability.

A scorecard can be organized into sections and further subsections. Questions can be created inside subsections or can be floating inside a section. Each scorecard consists of the following information:

  • Name

  • Description

  • Organization

  • Language

  • Channel

  • Version

  • Status: A scorecard is by default in Draft state and has to be moved to Approved state before it can be processed against conversations.

Each scorecard question consists of the following information:

  • Name

  • Scorecard question

  • Evaluation Guideline

  • Impact

  • Autofail

  • Autoevaluation

  • Weightage/Points

In this section: