Scorecards help establish objective metrics to grade customer service interactions.
It's also a transparent way to let your team know what they need to do to create perfect customer interactions every time.
With scorecards, feedback also becomes easier as you're able to provide measurable data and concrete examples to highlight where agents are excelling and where they can improve.
Nonetheless, building a good scorecard takes some effort and planning. Establish objectives in line with your customers' needs and the company's goals.
Building a scorecard can even be a joint effort with agents. Including agent input in the process makes them feel more accountable for the metrics they will be held against.
If you are looking to build a complete a quality scorecard, here are some generic metrics (regardless of the industry and channel that your customer service agents are engaging on.)
Metrics to Evaluate in a Customer Service Quality Scorecard
- Are they addressing a problem from a positive angle?
- Are they using words like “absolutely, fantastic, terrific, etc”?
- Are they avoiding words like “No, nothing, not, etc.”?
- Did they follow the script provided?
- Did they present themselves?
- Were they friendly?
- Did they mention the company name?
- Did they ask for the customer’s name?
- Did they offer assistance?
- Did they ask for a contact number in case they get disconnected?
Understanding the issue
- Did they get the information they needed to confirm the account?
- Did they confirm the information with the customer?
- Were they relatable?
- Did they show empathy and/or show understanding towards the client’s case?
- Did they understand the issue and rephrase it to confirm?
Addressing the issue
- Did they provide a correct answer?
- Did they provide a solution to the customer’s issue?
- Was the offered solution complete?
- Did they provide an easy-to-understand solution?
- If they had to transfer the call, did they inform their colleague of the issue so that the customer did not have to repeat themselves?
How to face a problem
- Did they put the customer on hold for a reasonable amount of time?
- Did they ask the customer for permission before they put them on hold?
- Did they check in with the customer after X amount of time after putting them on hold?
- Did they maintain a positive attitude?
- Did they use the right choice of words?
- Did they adhere to script?
- Were they able to find a solution?
- Was the customer satisfied with the solution?
Closing an interaction
- Did they take the customer’s information to send them more details regarding how to solve their problem?
- Did they update the CRM with the latest customer information?
- Did they thank the customer for calling?
- Did they use the customer’s name throughout the call?
- Did they ask the customer if they had another question?
- Were they courteous throughout the call?
- Did they ask the customer if they could send them feedback?
- Did they follow up with the customer?
- Did they follow up within X amount of time?
- Did they send them the solution via the client’s preferred channel for reference
What elements do you think are key to building a quality customer service scorecard?
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