Call Center Scorecard
Hi, how are you today? I’m Conviner - your call center terminology assistant.
Convin generates an AI-based call center scorecard after 100% call center QA based on parameters decided by the business.
1. What Is A Call Center Scorecard?
A call center scorecard is a performance measurement tool (AI-based in some software) used to:
- Track and evaluate agent performance
- Analyze overall call center operations
It typically presents key performance indicators (KPIs) in a dashboard-style report for better insights. Common metrics include:
- Average Handle Time (AHT) – Measures efficiency in resolving calls
- First Call Resolution (FCR) – Tracks issue resolution in the first attempt
- Customer Satisfaction (CSAT) – Assesses service quality
- Agent Adherence to Schedule – Monitors agent availability
- Call Abandonment Rate – Identifies dropped calls
2. How Do I Create A Call Center Scorecard?
Follow these steps to create an effective call center scorecard:
1. Define Your Goals & Objectives
2. Identify Key Metrics To Measure
3. Set Targets & Benchmarks
4. Choose A Reporting System
5. Customize Your Scorecard
6. Regularly Review & Adjust
