3 Agent Scorecard Practices That Can Make A Big Difference In Your Speech Analytics Program
In a typical call center setting, agent performance is continually reviewed. However, the real challenge is that it is nearly impossible to cover 100% of calls, and spot potential agent performance issues – like Reg F compliance violations or non-adherence to talk offs. In absence of strategic agent scorecards, there exists no formal system to capture performance issues objectively, benchmark them against industry standards, and make informed decisions about agent training and retention.
Interestingly, speech platforms can enable you to immediately see agent performance trends, increase training speed, and even assess the effectiveness of your existing training programs. With effective scorecards aligned to key measures such as average call times, silent time, or periods of high activity, collection leaders can identify areas where agents can be coached to improve their performance and outcomes. Looking at data in the form of scorecards, not only eliminates the need for manual performance reviews but also frees a manager of any confirmation bias they might have against an agent.
In this blog, we are sharing a couple of agent scorecard best practices that will help you make the most of your existing speech analytics platform and maintain a high collection yield.
1. Move to custom scorecards
Switch to a speech analytics platform that lets you create custom scorecards for each agent and project the same information to the agent panel to enable them to check their daily score and fix their errors. This way, agents will only see clutter-free information before starting their day for better focus, including their overall score trend for the month. This will also help your teams focus on adhering to core compliance guidelines that will protect your business, or key phrases and talking points that are shown to be more highly effective.
2. Score 100% of calls to pinpoint real issues
Scorecards based on 100% of calls rather than a small sample are much more accurate and support better training and learning output. Handling QA effort manually makes it difficult to develop a true understanding of performance and compliance issues. One agent may be a primary violator, but they can slip through the cracks. By monitoring and scoring 100% of calls, the opportunity exists to connect analytics, quality assurance, and performance management for all calls and all agents.
3. Continue revising agent scorecard components based on ongoing call center trends
Certain KPIs can always be part of your agent scorecards. That being said, choosing call center metrics for scorecards cannot be a one-time exercise. As your collection patterns change, simultaneously evolving the tracking metrics you weight most heavily can help solve productivity or compliance problems as they arise. For instance, if you spot an increase in call abandonments, focus more on the CSAT component of the scorecard vs the first call resolution (FCR) rate.
Are you confident in your speech analytics know-how?
For the last few years, collection agencies have been using call center speech analytics to help reduce delinquencies, mitigate losses, and maximize their accounts receivable recovery. However, due to the lack of best practices in the landscape, only a handful of agencies’ speech programs can quickly evolve as per customer preferences and lead to better collection yield. We have captured all these practices in an eBook that will help you uncover all "Four Pillars of a Competitive, Foolproof Speech Program." Other than agent scorecard must do’s, the eBook has listed out best practices around QA intelligence, real-time call analysis, and top-notch sentiment analysis. You can download your copy here.