Change takes time to accept and adapt to. Moving away from the daily routine to something novel is always challenging.  Consequently, many contact centers today still employ traditional spreadsheets for quality monitoring processes.

Although spreadsheet templates are easily accessible and cheaply available, are they truly the best fit?

Spreadsheets are easy to use and affordable, but they do not provide optimum insights for data. In addition to recording data, it is equally important to convert the data into usable and statistical information. This is where scorecards provide their value.

Customized scorecards in a quality monitoring tool is a vital need for contact centers today. Here are a few reasons why scorecards are a better option over traditional spreadsheets:

1. Higher Efficiency: It is easy to process the results from scorecards to appropriate information within a few minutes. The same process becomes tedious to gather details of all the agents from different spreadsheets and convert them into insightful results.
2. Total Transparency: A scorecard allows the managers and evaluators to view an agent’s performance. However, the same is not the case with spreadsheets. They are accessible to limited people and create ambiguity for others.
3. Easy Integration: Every department of a contact center maintains its own spreadsheets for its own purposes. To accurately measure the performance of the entire contact center, data from various departments must be integrated into one location. Scorecards make it easy to integrate data from different campaigns and provide valuable statistics.
4. Track Changes: Manual errors in spreadsheets create a high probability of huge data losses. Scorecards provide the advantage to track all changes made as well as send an email notification to respective managers.
5. Helps to predict: The raw data in spreadsheets cannot predict the performance of the agent or the contact center. Data loaded using scorecards in a quality monitoring tool can predict the future scope. Also, managers can determine opportunities to achieve set targets.

Analyzing the need for contact centers, quality monitoring tools like QEval offer built-in customizable scorecards with several other insightful features. Opting for scorecards over spreadsheets will provide major advantages.