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A call center quality assurance (QA) scorecard is an evaluation that measures the performance of two principal channels of communication, i.e., Phone Calls and Chat Communications. To prioritize exceptional customer service, call centers need an effective mechanism for assessing customer feedback, agent performance, and communication preferences.Â
Salesforce research says that 65% of customers expect an immediate reply when they contact a company. Thus, assessing metrics like supervising, monitoring, mentoring, and measuring are responsible for customer experience (CX). Call-center quality scorecard templates also serve as a robust source of data that helps in analyzing trends and patterns in agent performance.
With SlideTeam’s templates, you can make the QA processes clear and transparent. Also, reviewing the defined proportion of the total volume of the conversation helps you scale your support QA program.
Explore Premium Templates Below:
Template 1: Pharma Call Center Quality Balanced Scorecard Template
This PPT Template comprises the three primary metrics, i.e., Measure, Goal, and Actual-for Customer, Employee, Operations, and Compliance. Using this slide, you can retrieve information on the agent’s strengths and weaknesses.
This preset also offers you multiple graphs through which you can analyze customer satisfaction. With the imbibed worksheets, it becomes an effortless task for you to calculate daily service reports. Moreover, the PPT slides come with a dashboard that tracks vital information on compliance risk, score average, duration, agent quality, customer satisfaction score, and agent quality comparison. Get it now.
Template 2: Call Center Agent Quality Scorecard Template with Branch Performance Template
If you are a startup or an established company- you can strengthen your position by refining the strategy. This blog wraps up SlideTeam’s series on the branch performance templates. The scorecard contains all four perspectives. Measure branch performance with KPI and display Set-Up and Individual Variance on a single slide. The scorecard is editable, and you can also convert it into an image for your presentation needs. This template is most suitable for experts who want to portray ideas and craft a broader vision for the company. Grab it now.
Template 3: Call Center Agent Quality Scorecard Template
If you are in search of the professionally designed templates, you are on the right page. The SlideTeam’s well-structured templates respond to all your needs and requirements. This PPT Layout makes it easy to jot down each KPI and its weighting, with the other metrics like Actual Performance, Metric Score, and Balanced Score.
The KPIs like Call Resolution, Call Abandon RATE, and Average Talk Time help you evaluate not only the agent’s performance but the customers’ interest in your product offerings as well in an easy-to-follow table. Grab it now.
Template 4: Call Center Quality Monitoring Scorecard Template
Using this quality monitoring scorecard template, it is easy to give scores and points to each category along with its components. You can change the PPT template to fit in with your specific internal requirements.
You can audit your staff for evaluating purposes with attributes like an Initial Positive Response, Professionalism During Calls, and Energy during every call. This makes it easy to manage call-handling skills and customer service skills. Download now.
Template 5: Agent Metrics Scorecard for Call Center Quality Assurance Template
This template caters to call center quality assurance. You can see each agent’s interaction KPIs with horizontal little bar diagrams. As you fill the metrics like Talk Average, Hold Average, ACW Average, and Total Average; you automatically get the Efficiency Level and Adherence in percentage.
It adds the average of each mentioned metric. The blue color conveys the benchmark achieved, and the red color calls for the opposite. It is easy to evaluate the performance with key components like data, calculations, and scores. Make it yours today.
Template 6: Agent Call Quality Monitoring QA Scorecard Template
This is a principal ‘form’ which answers all questions pertaining to the objective. We have installed a list of questions that you may want to use. With a list of all yes/no-type questions, you can have a look at the agent’s performance, and the customer’s response.
With the name of the agent, supervisor, date, call reference, and customer number on the top, it is easy to search the performance results of each agent. You can also educate your audience on Call Recording references, and Information on Greeting & handling contact. Grab it here.
Template 7: Call QA Scorecard for Customer Service Template
You can evaluate customer service agent performance based on factors like Call Etiquette, Communication Skills, Call and case procedures, and product competencies using this slide. For each factor, you find enlisted questions that are alterable. Also, with the vertical for mentioning comments, you can come up with a final score.
Using this QA scorecard for customer service Infographic template, you can personalize it as per your specific requirements. The graphics in this PowerPoint deck are 100% editable.
Conclusion:
If you want to review customer conversations objectively, our templates can help you with the review process while making feedback precise and measurable.
With SlideTeam’s templates, it is easy to assess the quality of customer service aspects like, Empathy, Closing the Call, and Personalization. Additionally, agents get invaluable insights on processes and strategies. Explore it all now!
