Tools (Excel or Access) for CSR Feedback

[Moderator]

Hello!

I was a call-center manager a year-and-a-half ago, and I am about to relocate and take another job managing a call-center. My new employer lacks some tools I like to use - I had created a spreadsheet with macros that acted as a monthly scorecard for CSRs that pulled data from other spreadsheets where we entered CSR qualitative and quan---ative call management data we collected. I no longer have the tool (wish I did), but I was wondering if anyone has a tool they use in either Excel or Access that they would share with me (and other managers)? Perhaps a number of us can use them, and those who want to can try to combine the best aspects of the tools submitted to make improvements?

I would really appreciate anything you have, and I will gladly exchange anything good I find with contributors.

Thank you!

DMB

[RickB]

Normally I wouldn't reply just to say "sorry", but since you have not yet received anything I thought , what the heck....

In my organization we found the best tool for scorecards was a robust backend (we selected Oracle) combined with a custom application (ours is in VB, but could just as well be in C, C+++, .Net, Java etc. etc.) with both admin. and user functionality. (Admin. to manage scales, metrics, changing information sources etc.). We also dropped all metrics that required manual computation or data entry - pulling from the ACD, Customer Survey systems and sales reports for the different metrics - to avoid both production slow-downs as well as to address accuracy issues.

One of the key reasons we took this approach was the wide-spread use of manually maintained MS Excel and / or MS Access "silos" of information. These often exhibited poor structure and or flawed DBA (or none at all) practices, as evidenced by almost nil normalization of the data and no change control processes in place. Not the proper way to manage a key corporate assest - the associates performance measure.

Good luck in your search, however I would suggest that you look at a more robust platform than that of a manual (and or macro - driven) process tracked in either MS Excel or MS Access.

Best Regards,

RB