Agent Scorecards

[C.Tracy]

I'm looking at a project to create an agent scorecard for a large call center. Has anyone had any success in creating a scorecard and what components did you use. I'm thinking of starting with three -- performance, quality and attendance. I'm wondering if anyone has seen any software packages out there that do this or have created their own proprietary systems.

Any insights would be most appreciated.

Thanks!

Chrisotpher

[beejay]

I have created one and used it for some time. It is the basis for a monthly one-on-one between the supervisor and the agent. The sum total of the agents on a team becomes or rolls up to the supervisor. The supervisor & manager then have some addtional elements on theirs, given the nature of their position.

We've called it the Agent Monthly Goal and Review Record (AMGRR) and the agent piece has three main categories. Each main category is weighted so that the total weighting adds to 100%. The main categories are Productivity, Quality and Attendance.

Within the productivity cateogry are individual categories: Adherence, AHT, ATT, ACW, Calls p/hr. These can carry a weighting on their own within the category and add up to 100% of the Productivity category. The items you select would depend, of course, upon your center and the nature of your business.

You can change the weighting around to drive the performance as you would want it. The total points earned are on a 100 point scale with "fully met" being 60 - 79 points. With 12 monthly reviews, the annual review is pretty much done and no surprise to anyone.

No special software, just created it in Excel. Hope that helps.

[rokima]

To make your Score Card' a true Performance Appraisal tool (isn't it what you want to do?), I recommend to go beyong the numbers (that could be biased in some instances), and allow the PA to help you:

- make it easier to talk to your reps about their performance, both good and bad.
- help you set goals that are meaningful and important.
- help you identify and communicate the things your reps should do more of and less of.
- make it easier to explain decisions that you make which directly affect your reps — promotions, reassignments, raises, assignment to training or special projects.
- provide a return on everyone's investment of time, effort and emotional energy that is well justified by the results.

That way, the reps will discover that they:

- know where they stand.
- know what to do to improve their performance and increase the likelihood of receiving an increase in pay or/and a praise.
- know where to concentrate their self-development efforts.
- know what possible career paths may be available to them in your organization.

From experience, I've found this approach to be the most appropriate, reasonable and fair.


Regards,


Rokima

[rokima]

... include the following companies:

-Advantage Performance
-Austin Hayne
-CompStar HR Solutions
-Goode Enterprises, Inc.
-Compendium Corp
-KnowledgePoint
-Mindsolve
-SkillView Technologies
-PerformanceReview.com
-Zigon Performance

I am sure the list is longer, but this is a start...

Regards,


Rokima