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.
Arrange regular meetings for knowledge sharing. The basic idea is to discuss and understand the overall experience of your support agents with your clients. Try to understand what obstacles they face while they carry out a live chat with the website visitors, what kind of tricky questions customers may ask and how to resolve their queries. Agents can uncover important techniques of live chat support in this knowledge sharing process. This can aid in improving their overall performance.
2. Club videos with training sessions:
As a matter of fact, humans are visual learners. They tend to learn things more effectively if taught through graphics and videos. You don’t need to spend extra bucks on video tutorials. There are thousands of useful videos available on YouTube which can be utilized for this purpose. This is one of the best customer service training ideas that gives tremendous results.
3. Help them know their actual roles:
Yet another concept of your training should be to help your chat agents understand the actual role they need to play in building customer relationships. Educate them about the lifetime value of a customer as well as the consequences of a bad customer interaction. Let them know how the quality of customer support impacts on sales conversion, customer retention, and brand image. Once the support agents have this basic understanding, they will be more efficient in providing top-notch service.
4. Train them practically:
Practicing something practically helps you learn it better. Team up all of your agents and assign them different chat scenarios. Encourage them to try their best to deal with those given situations. Give them enough time to understand the whole support process, your products/services and most importantly, how to manage the live chat software. These practical sessions are very important to cultivate a capable workforce.
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