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Monitor scoring
We use an Excel spreadsheet. The rows are each an important element of the interaction. Each row is assigned a number of points. A perfect scoring totals 100 points. Each column is for a dated monitoring/scoring. There is a column showing the average scoring for each element. There is another column which averages the totals for all monitorings. The averages are linked to a Totals sheet having the same element rows and each column is the linked averages for an agent. We have an additional column on that sheet for scoring the entire call center. This sheet let's you know how each agent performs on every important element of a customer interaction and how agents scoring compare to each other. After more than one year of use you can also measure this year's performance against last years. Please let me know if you need further information about the sheet.
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