It’s interesting to know that despite the consistent rise in customer expectations, organisations are struggling to measure and maintain service quality. A report found that 89.4% of contact centres score their telephonic interactions, down from 91.1% in the previous year. Less than half measure quality on digital interactions, again down from 61.4%.
To address this problem, contact centres must adopt call scoring practices to assign a tangible performance metric to interactions.
What is Call Scoring?
Call scoring can be defined as the practice of scoring a call on a scale of 1-10 or a scale of 1-5 in real-time or based on recorded interactions as per preset quality parameters and checklist items. The objective of call scoring is two-fold:
- The average score for a set of randomised samples for an agent gives you a snapshot of how well that agent is performing in the contact centre
- The average score for a particular parameter (let’s say, the quality of greeting at the initiation of the interaction) tells you how well the contact centre is performing in that specific area
Call scoring is an essential part of quality assurance (QA), making sure that agents stick to service standards and processes as determined by the organisation.
Best Practices for Scoring Contact Centre Calls
To start with, you need a detailed scoring evaluation form (also called a scorecard or a feedback form), that lists the different parameters you’ll be scoring against.