Call Center Agent Scorecard

What is a call center agent scorecard in telecom? Learn all you need to know about call center agent scoring here.

What is call center agent scorecard?

Scorecards serve as tools for evaluating and grading your customer service agents. The purpose of scorecards is to evaluate your agents effectively regardless of the circumstances regardless of what experience their customers have with your company. When agents are handling customers, scorecards are a great tool to help them understand what is expected of them. Scorecards can be either manual or automatic.

Call center agent scorecard examples

Agent scoring typically includes the following areas:

  • Attendance and tardiness
  • Greetings
  • Account Verification
  • Contact information confirmation
  • Problem Solving Ability
  • Customer Service Quality
  • Call Center Etiquette
  • Closure
  • Follow-up

To see detailed scorecard templates, visit our partner's blog: Call Center Agent Scorecard Templates

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