These days, call scoring evaluation forms are being extensively utilized when analyzing live or recorded calls. These forms, when used along with call recording are highly beneficial for the call centers as they can be used to help enrich the feedback provided to agents during coaching sessions. This helps enhance the agents’ motivation to improve their performance. As a matter of fact, a poorly designed call scoring evaluation form will result in data that does not accurately assess agent performance, lacks key performance areas and is not reliable. So, it is very important to design a call scoring evaluation form that eliminates all of the above errors. Here, we have mentioned some useful tips that you should consider while designing the same:
1. Encourage employee engagement at different levels:
For designing an effective call scoring evaluation form, consider involving employees at various levels to help you in your quality assurance program. Engaging employees fro various levels means, taking assistance from everyone starting from managers, trainers, supervisors, to even agents in the call center.
2. Leverage your internal Q&A system:
An internal Q&A system helps you determine the efficiency level of all the internal processes being employed. The measurement should be done based on the points that are regarded as important by customers.
3. Prioritize the categories in the form:
In order to make the call scoring evaluation form effective, you need to prioritize the decided categories with respect to their relevance and importance.
4. Test and review:
Once you are done with the form making process, you need to test and review your call scoring evaluation before it can be rolled out for implementation.
5. Train your agents:
After you have tested and reviewed the form, consider training all employees in your call center on the new scoring evaluation form. This will help them have a proper clarity on what items are being measured in the evaluation form and what is the process of doing that.