The key to success is to maintain consistency in providing a satisfactory customer experience while continuing to learn and improve. It can become difficult to balance customer expectations and experience, while also ensuring agent motivation and performance remains high.

Most call centers hire quality analysts (QAs) to analyze agent performance. QAs evaluate the performance based on sample data and guidelines provided. Results from the QA are noted on an evaluation form or scorecard. Supervisors refer to the scorecards before making any strategic decisions for the agent.

It is very crucial for call centers to design an effective scorecard in order to accurately track agent performance. Supervisors can design scorecards, as needed, within most quality monitoring tools. Below are some additional features that help when designing quality scorecards needed when implementing a quality monitoring tool:

• Multiple Scorecards: The ability to create multiple scorecards, as needed, is necessary. Different campaigns within the one-call center will require separate scorecards with specific guidelines for each campaign. 
• Add Attachments: Quality analyst will need the option of adding attachments to scorecards for reference. This function will help the agent access both attachments and scores on the same platform, correlating between the two effortlessly.
• Customizable Questions: Each question on the scorecard needs to be based on the expected answers. An effective quality monitoring tool will need a feature to incorporate different kinds of question formats – multiple-choice, long answers, short answers, multi-selection checkbox, radio buttons, etc.
• Group Questions: The ability to group similar kinds of questions into one section helps both supervisors and quality analysts. Simplifying the process of identifying the strengths and opportunities of the agent for a particular section is also beneficial.
• Additional Details: The quality monitoring tool should allow the quality analysts to add comments, assign training, or upload training material within the scorecard. Having a training feature in the scorecard helps agents to access all kinds of useful and strategic information in one place.

If the scorecards are built effectively, senior management level personnel can capture business insights such as market trends, competitor analysis, and CSAT (after analyzing them).

In addition, supervisors can strategically plan team performance improvements by referencing scorecards.

QEval is a quality monitoring tool which allows users to build customized, quality scorecards according to company requirements and includes all of the features we have described. QEval offers hundreds of detailed, customizable reports that equip call centers with what they need to analyze performance using scorecards.