What is call center agent scorecard?
An Agent Scorecard is a performance management tool that provides a structured approach to evaluating call center agents. The call center agent scorecard provides a detailed analysis of agent performance over time, allowing managers to identify strengths and areas for improvement. It helps in setting performance goals, providing feedback, and recognizing top performers.
What does the call center agent performance scorecard do?
The call center agent performance scorecard assesses various aspects of an agent’s performance, including:
Customer Service Quality
Measures how well agents handle customer inquiries and resolve issues.
Efficiency
Evaluates how quickly and effectively agents manage calls.
Adherence to Protocols
Assesses compliance with company policies and procedures.
Explore more call center terms in our glossary for additional insights.