You now have information on scorecard parts as well as step-by-step guides to get you through the process, but we know that creating a great Scorecard is more than learning which buttons to push. We’ve gathered knowledge from top experts in the Quality Management industry to ensure that your Scorecards reflect YOUR company, and collect the data that YOU find most valuable.
High level, big questions
Our Product Marketing Specialist (and former Onboarding Specialist), Kayla Turner, had this to say: “Make sure your questions represent your company’s culture. Reflect on the exact points of an interaction that can highlight these objectives, and form your questions around these.” For example, if your value is “Always be kind,” you may want to have a scorecard section dedicated to the specific wording needed to accomplish a “kind” conversation, keeping in mind your company’s brand and culture.
Clarity is key
On that note, make sure your language is concise and easy to understand. Stay away from generic wording like “good” or “bad”. Using the “Be authentic” value from above as an example, a clear question could be something like “Did the agent use the proper brand voice throughout the interaction?” Our Solutions Consultant, Jetson Gospel, suggests taking this a step further. “Keep section names consistent across multiple scorecards,” he says. “For example, avoid using ‘Compliance Questions’ as a section title in one scorecard, and then ‘Compliance Critical Questions’ in another.
One concept per question
“Do not combine several concepts in the same question,” Berit Saether, a Customer Success Manager, explains. “It will make reporting on those errors difficult and confusing.” Instead, keep to just one concept per question.
Calibrations for all
Make sure to calibrate your scorecards before sending them to your agents. While you’re at it, invite others to the calibration party! Stockholders, customers, and agents will all have valuable input that should be considered.
New channel type? New Scorecard.
Though your content and questions may be similar, separating by channels (e.g. chat, email, and phone) will allow you to more easily review and analyze the evaluation data. “Did the agent respond with active listening cues like ‘Yes’ and ‘mmhmm’ where appropriate?” for example, would not work very well when evaluating an email. You get the idea.
Coach on the Trend
In Playvox, you have the ability to create as many questions and sections as you’d like, but this can be overwhelming to coach on. “Collect the data that is important to your company,” Jennifer Waite, Vice President of Product Marketing says, “but look for trends in the errors, so you can coach on the grouping instead of a long list of mistakes which can feel overwhelming.”
Version your clones
“When you clone an old scorecard to make changes, add versioning to the name,” Berit says. “This is to ensure changes are properly tracked when looking at reports.” Sage advice, Berit!
Provide positive feedback
Playvox gives you the ability to leave feedback for the agent, but we suggest you take this opportunity to look on the bright side! Feedback can be given both for constructive criticism and motivation, but just as you provide insight on how agents can improve, encouraging messages for top performing agents - or those who are showing improvement - are key!
Use Precaution with Process
Berit suggests not to enter a specific process in the scorecard itself, but rather reference the process in the company’s knowledge database. Another solution would be to keep the language generic.
E.g. In creating the Introduction section of your scorecard, use language like "Did the agent follow [company name]'s approved greeting process?" instead of specifying the current process like "Did the agent say 'Hello, my name is [agent name]. Thank you for calling [company name]. How can I help you today?'"
“This way," Berit says, "if the process or policy changes, the scorecard can stay the same.” Doing this will avoid frequent updates to your scorecard.
Review and refocus as needed
Consider the evolving needs of your call center. Monitor your scorecard periodically and update it as needed to ensure that it captures your company’s changing trajectory. We suggest you do this at least once a year.
Following these guidelines will provide you and your team with the best possible tools to build the scorecard you need; one that aligns with your company’s values, goals, and leads to exceptional performance.