Improve customer experience with call center scoring evaluation forms

Call center managers are increasingly utilizing call scoring evaluation forms when analyzing live or recorded calls and reaping incredible benefits as a result.

For example, they have quickly become an invaluable tool to enhance the transparency and consistency of quality assurance practices within the call center. While it’s a bonus if your call center software allows you to monitor your call center performance as a whole in real-time, these forms can be used to help enrich the feedback provided to agents during coaching sessions and enhance the agent’s motivation to improve their performance. As a result, call scoring evaluation forms have become a mainstay in many high-performing call centers.

What is call scoring?

Call scoring is a way to improve agent performance and help alleviate some customer frustrations. It evaluates call data by comparing it against defined performance standards. Call scoring can be used to analyze both live and recorded calls. It improves agents’ call performance by giving them a standard to achieve.

Call scoring also gives agents specific information about what is and isn’t working whenever they speak to customers. When they see their own call scoring evaluation forms, agents become motivated to improve. In addition, call scoring makes the whole contact center better at responding to customers and identifying which procedures are not working well.

Optimizing your call scoring evaluation form.

Call scoring is only as effective as the items included on the scorecard. The old adage “Garbage in, garbage out” really applies here. A poorly designed call scoring evaluation form will result in data that does not accurately assess agent performance, misses key performance areas, and lacks reliability and validity. Thus, when aiming to enhance quality assurance practices, call monitoring, call scoring, and feedback to agents, managers must start by optimizing their call scoring evaluation form.

Below is a list of call scoring evaluation form items to include on your call scoring form. It is not an exhaustive list, nor is it meant to serve as your quality monitoring scorecard. Rather, it is a list that will help guide your item selection when formulating your call scoring evaluation form.

Greeting.

• The agent adhered to the greeting script.
• If the call was transferred, the agent adapted their greeting accordingly.
• The agent identified themselves to the customer.
• The agent mentioned their company name.
• The agent stated that the call is being recorded.
• The agent asked for the caller’s name.
• The agent thanked the customer for calling.
• The agent offered assistance to the caller.

Account verification.

• The agent verified the customer’s account using the appropriate information, such as first and last name spelling, account number, credit card number, transaction number, social security number, amount of previous bill or purchase, and others.
• The agent accurately accessed the customer’s account with the information provided.
• If the call was transferred, the agent sufficiently adapted their account verification questions accordingly.

Contact information confirmation.

• The agent asked for the caller to spell their name.
• The agent asked for the caller’s company name.
• The agent asked for the caller’s telephone number.
• The agent asked for the caller’s email address.
• Problem solving abilities.
• The agent apologized for the issue, inconvenience, or cost associated with the problem.
• The agent took ownership of the problem.
• The agent asked pertinent questions to accurately diagnose the problem.
• The agent requested the error code messages from the caller.
• The agent used appropriate resources to address the issue.
• The agent provided the most appropriate solution.
• The agent informed the customer of the estimated timeline to resolve their issue.
• The agent informed the customer of relevant supporting documentation to help resolve the issue.
• The agent provided a reference number to the customer after resolving their issue.
• The agent confirmed that the issue was resolved or the transaction was complete.
• The caller’s issue was sufficiently addressed.

Protocol compliance.

• If the customer asked where the agent was located, the agent provided an accurate answer.
• The agent updated the customer’s contact information in the CRM, call center software, and relevant business tools.
• The agent documented important information in the notes of the call.
• The agent received prior authorization when negotiating prices, offering discounts or giving refunds.
• The agent quoted the customer with the correct price for the product or service.
• The agent recommended the most appropriate product, service, or pricing plan.
• The agent leveraged upselling and cross-selling opportunities.
• The agent informed their colleagues of a new bug, issue, or product defect.

Call handling skills.

• The agent followed correct procedures for placing the customer on hold.
• The agent followed correct procedures for transferring the call.
• The agent followed correct procedures for conferencing in a colleague.
• The agent followed correct procedures for escalating a call to their manager.

Customer service quality.

• The agent used the caller’s name throughout the call.
• The agent summarized the customer’s main points before troubleshooting or offering a solution.
• The agent received the caller’s permission to place them on hold before doing so.
• The agent limited the duration of hold time to an appropriate amount.
• The agent muted the caller when appropriate.
• The agent answered the customer’s question correctly.
• The agent transferred the call to a colleague when necessary.
• The agent conferenced in a colleague when appropriate.
• The agent adequately addressed the caller’s needs.
• The agent transferred the call to a manager when the customer requested for them to do so.

Call center etiquette.

• The agent used the proper pronunciation of the caller’s name.
• The agent maintained proper tone, pitch, volume and pace throughout the call.
• The agent used courteous words and phrases.
• The agent adapted their approach to providing service to the customer based on the customer’s unique needs, personality and issues.
• The agent avoided long silences during the call.
• The agent did not interrupt or talk over the customer.
• The agent remained confident throughout the call.
• The agent refrained from using complicated jargon.
• The agent was friendly, polite and professional.
• The agent uses effective active listening skills.

Script compliance.

• The agent maintained adherence to the script.
• The agent adequately adapted their approach to interacting with the customer, within the scripts guidelines, when necessary.
• The agent deviated from script when necessary.

Closure.

• The agent adhered to the call closure guidelines.
• The agent adhered to the call closure script.
• The agent set a follow-up appointment when necessary.
• The agent asked if the customer if they have any additional questions or issues before ending the call.
• The agent asked the caller if the service they were provided was within their standards.
• The agent asked their caller if there is anything they can do to enhance the service they provide them.
• The agent thanked the customer for calling.

Follow-up.

• The agent followed up with customer within the agreed upon timeframe.
• The agent introduced themselves to the customer and the reason for their call.
• The agent adequately addressed the customer’s questions.
• The agent adequately resolved the customer’s issue, or provided a timeframe for resolution.

These items should serve to guide you when developing quality monitoring scorecards for your call center. When careful consideration is taken in developing your call scoring evaluation form items, the reliability and validity of the form will be enhanced. This will result in more accurate data when evaluating the call center agent’s performance and will enhance the overall effectiveness of your quality monitoring practices.