Quality Scorecards are used in a lot of contact centres, but they often fail to emulate best practice, ending up in a box ticking exercise.
In this webinar we look at the best ways to design a quality scorecard, so that you can change behaviours to improve the customer experience.
Topics Discussed
- The right questions to ask on a quality scorecard
- Using quality to change advisor behaviours
- Avoiding quality becoming a box ticking exercise
- How to improve calibration between advisors
- The role of compliance
- The importance of courtesy phrases
- Percentage scoring vs pass fail scores vs traffic lights scoring
- Using technology to automate the quality scoring process
- Top tips from the audience
Panellists
This webinar was brought to you by Call Centre Helper and is sponsored by EvaluAgent
Author: Rachael Trickey
Published On: 18th Jan 2019 - Last modified: 16th Nov 2023
Read more about - Recorded Call Centre and Customer Experience Webinars, EvaluAgent, Martin Jukes
