What Is a Call Centre Scorecard? Related Articles What Is a Balanced Scorecard and How Do You Create One? How to Create a Contact Centre Quality Scorecard - With a Template Example Call Centre Quality Parameters: Creating the Ideal Scorecard and Metric What Is the Difference Between BPO and Call Centres? © iushakovsky - Adobe Stock - 356990608 712 Filed under - Definitions, Metrics, Scorebuddy, Scorecard What Are Call Centre Scorecards? Following a developed set of metrics, call monitoring scorecards are tools utilized by managers who are implementing a quality assurance programme. Scorecards gather information about a range of subjects, including: ProcessesCompliance objectivesGoals and metricsTone of voice Call centre agents use scorecards to self-evaluate each interaction with a customer. Managers can then use the information from these scorecards to identify pain points, successes, and areas for improvement. Scorecards can evaluate content from a range of different channels, including text, email, phone calls, and social media messages. The main benefit of scorecards is that they improve both agent performance and processes at the same time. How Do BPOs Interact With Scorecards? Now that we understand call centre scorecards, let’s talk about scorecards for business process outsourcers (BPOs). What are the differences between the two? There is a lot to think about here, like: BPO scorecards measure the client’s outsourcing business goals with agent performance.BPOs also use scorecards to analyse whether a client’s profitability metrics are on track. Customer satisfaction is a huge indicator of repeat business. 50% of customers say they would never buy from a company again after a poor experience. Scorecards help lower the risk of this happening in BPO call centres.Lastly, BPO scorecards can be used as an incredibly effective coaching and training tool and can be customized with each outsourced client’s branding. Thanks to Scorebuddy Author: Robyn Coppell Published On: 1st Dec 2022 Read more about - Definitions, Metrics, Scorebuddy, Scorecard Recommended Articles What Is a Balanced Scorecard and How Do You Create One? How to Create a Contact Centre Quality Scorecard - With a Template Example Call Centre Quality Parameters: Creating the Ideal Scorecard and Metric What Is the Difference Between BPO and Call Centres? Related Reports White Paper: Counting the Cost of CX for Financial Services Contact Centers White Paper: Future-Proof Your Contact Center for the Next Generation of Retail CX eBook: 9 Practical Ways to Use Generative AI for Contact Centers eBook: Improving Customer Experience and NPS Through Quality Assessment Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter