Contact Center

Call Center Quality Monitoring Scorecard in Convin

Rimlee Patgiri
January 23, 2023
11
 mins read

Last modified on

January 23, 2023

If you’re wondering what a call center quality monitoring scorecard is, you’re at the right place!

Wait, there’s more. Apart from learning about the “call center quality monitoring scorecard” and its benefits, you will also come across Convin’s automated call quality auditing tool.

Keep an eye out for it.

Now, let’s cut to the chase. 

Auditing 100% of calls in a contact center manually is impossible. But the number of calls manually audited is way less than 100%. Guess?

It’s as low as 2%-3%!!

Such a low number can pave the way to a large number of calls going unnoticed. Imagine the risk of compliance violations or escalation cases that might follow, let alone the number of opportunities that might be lost! 

However, call centers these days have found their way into tackling that problem by adapting to call center software.  One key way to measure agent performance in the call center is a call center quality monitoring scorecard. Intrigued?

Let’s learn more about it.

What Is a Call Center Quality Monitoring Scorecard?

What is a Call Center Quality Monitoring Scorecard

A call quality monitoring scorecard is a tool used to assess the quality of customer service an organisation provides through phone calls, chats, and emails.

Businesses typically use it to evaluate and improve the performance of their customer service agents or reps and identify areas for training and development.

The scorecard typically includes metrics such as call duration, call clarity, response time, and customer satisfaction. By tracking these metrics over time, businesses can identify trends and areas for improvement in their call quality.

How Does a Call Center Quality Monitoring Scorecard Benefit You?

As discussed above, a quality monitoring scorecard comes with several benefits to your business, starting from benchmarking your call center performance in a decent position. 

Some of the benefits of using a call quality monitoring scorecard are discussed below:

Benefits of a Call Center Quality Monitoring Scorecard
  1. Identifying areas for improvement
    By tracking key metrics such as call duration, call clarity, response time, and customer satisfaction, a call quality monitoring scorecard can help businesses identify areas where their customer service could be improved. 
    This can help businesses prioritize training and development for their customer service agents and identify areas where new technologies or processes may be needed.
  2. Measuring customer satisfaction
    A call quality monitoring scorecard can provide a way for businesses to measure customer satisfaction with their customer service.
     By tracking customer satisfaction over time, businesses can identify trends and patterns that can help them improve the overall quality of their customer service.
  3. Improving customer service efficiency
    By tracking metrics such as response time, a call quality monitoring scorecard can help businesses identify bottlenecks in their customer service processes and make changes to improve efficiency. This can help businesses provide better customer service while reducing costs and improving overall profitability.
  4. Providing actionable data
    A call quality monitoring scorecard can provide businesses with data that is easy to understand and actionable.
     By tracking metrics over time, businesses can identify trends and patterns that can help them make informed decisions about improving their customer service.

Overall, using a call quality monitoring scorecard can provide a range of benefits for businesses that want to improve the quality of their customer service.

Call Quality Monitoring Scorecard

By tracking key metrics and customer satisfaction, businesses can identify areas for improvement and make changes to their customer service processes to provide a better experience for their customers.

Moving ahead, let’s understand how Convins’s call center quality monitoring scorecard improves agent performance leading to improved customer satisfaction.

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How Does Convins’s Call Center Quality Monitoring Scorecard Improve CSAT?

Convin, an intelligent conversation intelligence platform, is a cost leader with more than adequate features to upscale your business. Using Convin’s call center monitoring software, you can meet high benchmarks in sales and customer service. 

Moving on to Convin’s automated call auditing provides several features that ultimately lead to increased customer satisfaction. After all, customer satisfaction is directly affected by the front-facing line of the call center, i.e., agents and sales development representatives.

Convin’s automated call quality auditing software eradicates random sampling and auditing by covering 100% of calls. The audits occur based on pre-assigned parameters by the company. These parameters include compliance regulations, opening lines, closing lines, etc. However, manual audits on calls and chats can be performed whatsoever by manual auditors. 

In short, Convin’s Call Center Quality Monitoring Scorecard represents the overall agent/rep’s performance with respect to the parameters.

Convin stats:

Convin’s Call Center Quality Monitoring Scorecard Template

Convin stats include the call center quality monitoring scorecard and other data that make up the overall auditing complete. Convin’s stats include -  

  • Call scorecard template
  • Customer Sentiment Analysis
  • Talk Ratio
  • Filler Rate
  • Talk Speed
  • Interruption Count
  • Patience
  • Interactivity
  • Longest Rep Monologue
  • Longest Customer Story
  • Question Count

Want to witness Call Center Quality Monitoring Scorecard in Convin? Here you go

That’s a pretty long list, right? The next section might help you understand better.

How Does Convins’s Call Center Quality Monitoring Scorecard Work?

  1. Open Convin’s call center software and click on “Meetings” in the left panel. You will be navigated to Completed Calls.
Click on Meetings to Open Completed Calls
  1. In Completed Calls, you can set the filters according to your requirement, which includes Call/Chat, teams, reps, duration of conversations, day of occurrence, etc.
Set the filters according to your requirement.
  1. Once the filters are set, the relevant conversations will be displayed. Click on the conversation you want to audit, which will take you to the auditing space.
  2. You can view the call score generated by Convin and also additionally choose to audit manually.
Convin’s Call Center Quality Monitoring Scorecard
  1. With Convin, manual auditing gets better with the option of leaving audio or video comments along with the text.

Summing Up

Convin is the ultimate tool to improve agent performance and boost customer satisfaction in your business. As far as a call center quality monitoring scorecard is concerned, it is a perfect way to keep track of agent performance and pinpoint areas of improvement. 

Furthermore, with Convin, the agents requiring more training can avail of Convin’s automated coaching. If you are yet to add this system to your tech stack or re-think your tech stack, we are here to provide more information. 

Want a quick demo? Click on this link!

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