Call Scoring

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

What is call scoring?

Call scoring is the assessment of the performance of customer service agents by comparing their phone calls against a defined performance standard. In contact centers, call scoring enables managers to establish standard metrics that monitor script compliance, identify agents who need additional training, and provide better customer service. Call scoring can be done either manually or through automated scoring.

How does call scoring work?

Through manual call scoring, the supervisors who use manual scorecards listen to the customer's voice on the telephone, either live or recorded, through live or recorded call monitoring. Based on what they hear, they rate the agent's performance.

A call center that has automated scorecards is one in which the software listens to each call. The program picks up on specific words, phrases or silences. If the agent did not greet the customer correctly with the company script, took too long to respond, etc., their score might be docked by the program.

Call center agent scorecard guidelines

There are main categories that can be listed on any scorecards, disregarding the department. The main categories are as followed:

  • Greeting: Agents politely introduced themselves to the customer using the script they learned in training. In this script, the representative will introduce their company and self, as well as thank the customer for calling. One of the most important parts of the script is to inform the customer that the call is being recorded.
  • Account Verification: correctly ask the caller questions in order to gather information to verify that the agent is working with the right account.
  • Contact Information: As well as verifying the account, it is important to update contact information such as the caller's email address, phone number, etc. to prevent future miscommunications.
  • Customer Service Quality: Personalize the call with the customer, use their name when speaking with them know you are engaged in the call and listening to what they have to say. Repeating specific details back to the customer is a great way to avoid miscommunication.
  • Wrapping it up & Following-up: Once the problem has been resolved, ask the customer if there is anything else that you can assist them with and properly thank them again for reaching out.

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