Call scoring is a process that enables you to derive additional benefits from efforts to analyze recorded calls for information. This process can benefit customers, agents and company sales and marketing plans. It provides a systematic means to conduct these reviews and identify the weakest areas of agent performance. Moreover, it lets you know the steps necessary to improve the agent’s performance.
Contact center call scoring can be regarded as a useful training and management tool. Scorecard is an essential element in the entire process. Using this scorecard and setting contact center standards, you can improve your contact center performance. Call scoring can be done by determining whether:
i) the customer was met with a friendly greeting or not
ii) he/ she was asked their name and was it used during the call
iii) the agent keeps a positive attitude across all customer contacts
The very first step in the call scoring process is to determine what elements are important in each customer engagement. This is followed by a process of knowing how each effort should be scored against these pre-determined criteria. As a matter of fact, most of the scorecard elements are fairly standard and are derived from dividing a call into segments. Moreover, the calls can be scored on a 1-10 scale, or 9 in the form of A-F letter grades.
A basic open-middle-close format is employed in many companies. This approach focuses on determining:
i) how the customer is greeted
ii) how the problem or question is resolved
iii) how the call ends
iv) whether the agent was able to answer all questions
v) whether the agent was friendly when the caller was hostile
vi) if any upsell opportunities were missed
Once the scoring has been done, the results can be shared with each agent. Additional training can also be scheduled in cases where the agent performance falls below the expected level.
