🆕 Measure and improve team performance with our new dashboards and reporting. Click to learn more

Call Center Agent Performance Scorecards with Assembled

Performance and productivity analytics all in one place.
Request demo

Accurate forecasts to get coverage right.

We generate forecasts out of the box within 10% of your weekly actual support volume, so you can focus your time on getting coverage right.

Build the right schedule in minutes.

We take you from forecasted requirements to a recommended schedule, in just a few clicks. Keep your team organized with our simple but powerful scheduling experience, honed by the workflows of over 100 support teams.

  • Request & approve time off
  • Optimize events
  • Manage schedules
  • Generate schedules

Act on real-time data

Track response times and service levels, compare expected schedules to actual activity, and provide visibility for the whole team.

Act on real-time data

Track response times and service levels, compare expected schedules to actual activity, and provide visibility for the whole team.

Analyze team productivity

Build a holistic picture of how agent activity translates to team outcomes whether it's for coaching, planning, or operations.

Accurate forecasts to get coverage right.

We generate forecasts out of the box within 10% of your weekly actual support volume, so you can focus your time on getting coverage right.

Build the right schedule in minutes.

We take you from forecasted requirements to a recommended schedule, in just a few clicks. Keep your team organized with our simple but powerful scheduling experience, honed by the workflows of over 100 support teams.

  • Request & approve time off
  • Swap shifts
  • Manage schedules
  • Generate schedules

Empower your team.

We provide your whole team visibility into schedules and performance so that everyone shares ownership in success.

Google Calendar logo

Sync schedules into or out of Google Calendar

Slack logo

View schedules in Slack

Integrate with one click.

Works out-of-the-box with Zendesk, Kustomer, Intercom, and more. Easy and secure authentication via OAuth.

What do our customers love about us?

We have a much clearer sense for where our time is going

Call Center Agent Performance Scorecard

For agents working in a call center, it is important to keep track of how well they are performing on a day to day basis. This is important for evaluating not only the performance of the agent but also for taking a closer look at trends to see if there are any larger issues that might need to be addressed. When thinking about how to evaluate the performance of an agent in a call center, it is a good idea to come up with a list of metrics that can be used to quantify his or her performance. 

This is where the idea of a call center agent performance scorecard can be helpful. While it is possible to use a call center agent scorecard template in Excel to track these metrics, it is also important to focus on the types of metrics you want to track, and then decide on the tool. For example, one of the key metrics is the average call abandonment rate. This is the rate at which the customer abandons the call because he or she feels like the call isn’t going anywhere. It is also a good idea to take a look at the average amount of time spent in the queue. This is when agents are waiting to take another call. Finally, it is also a good idea to quantify how long it takes an agent to handle calls on average. These are a few of the most important metrics that should be included in a call center agent scorecard.

Next, it is also important to think about how often the scorecard should be updated. It is a good idea to review agent performance at least once per quarter. While it can be a lot of work to compile all of the stats that go into the performance of an agent, it might also be possible to use software to upload this information automatically and share it with the agent. This can save managers a lot of time and money when it comes to the review process. Companies need to have policies in place that allow them to review the performance of their agents on a regular basis. This is important for helping agents improve their work. The call center agent scorecard is one of the foundations of this process.

Call Center Scorecard Template

There are a variety of ways to create a call center agent scorecard template. Having a call center scorecard template can provide the company with a foundation upon which the rest of the metrics can be calculated. It might be helpful to use a call center scorecard template made in Excel because this is a simple and cost-effective process. Excel has cells that can be easily labeled to create a call center agent scorecard. Then, formulas can be used to calculate metrics, filling in the cells with relevant information. This is a helpful process for tracking the performances of agents using Excel, but it can be very time consuming to populate and not as secure.

Of course, Excel is not the only way to track a call center agent scorecard. There are other programs that can be helpful as well. It is a good idea to take a look at some of the options that are out there and think about which templates are right for the company. Depending on the industry, some metrics might be more helpful than others. Using a template is a good way to get started when it comes to evaluating not only the performance of an agent but the performance of the call center as a whole. Think about which call center agent scorecard templates will work well for the company and work well with the system you have in place.

Call Center Analytics Dashboard

Call centers need to have a helpful way to track information about the call center and aggregate them in a visual way. This is where a call center analytics dashboard can be helpful. A call center analytics dashboard is a helpful way to display all of the information about the call center in real-time. For example, there might be a chart showing the average call volume. This can help the call center decide whether they need to hire more agents or move shifts around to accommodate for changes in demand. Another helpful metric that might be included in the call center analytics dashboard is the average time customers are waiting. Companies need to know how long their customers are waiting to have their calls answered. This is one of the most important metrics to include in a dashboard.

It’s possible to create a call center agent performance dashboard in Excel. However, it’s often worth investing in a more robust system to provide an accurate call center analytics dashboard and one that has been designed specifically for agents. Instead of displaying metrics about the call center as a whole, this will display metrics about the agent. This is a great way for both agents and managers to have all of the relevant information regarding their performance at their fingertips. Think about how a call center analytics dashboard might be able to benefit agents and the company as a whole. 
‍

Quality Assurance Scorecard

It is important for customer service centers to ensure the support that is being provided by their agents meets quality standards. When it comes to developing a quality call monitoring scorecard, there are a few key metrics that need to be included. First, the average wait time of customers has to be included. If customers are waiting a long time, this is going to influence the support that customers are receiving. While this might not be specific to agents, this is an important part of the quality call monitoring scorecard as a whole.

When thinking about developing a call monitoring form template in Excel, it is helpful to include the call abandonment rate, the escalation rate, and the average time it takes an agent to complete a call. Furthermore, it is also important to include the customer satisfaction score average as well. These are a few of the most important metrics that are a reflection of the quality of the service that an agent is providing. It might be a good idea to take a look at a QA scorecard template in Excel to make sure that all of the information is easy to interpret and readily available. Having this information accessible is an important part of running a high-quality call center.

Call Center Agent Coaching Form

Along with the scorecard, it is important to figure out how a coach can help an agent improve his or her performance in addition to just providing the key metrics. This is where the idea of a call center agent coaching form can be helpful. This form is designed to allow a coach to provide feedback to agents on what they can do to improve as well as what they are doing well.

One of the most popular ways to provide this feedback is to use something known as the feedback sandwich. This is where the coach starts off with something the agent is doing well. Then, the coach will talk about things that should change in order for the agent to improve. Finally, the coach will end with another positive.

Another popular method is to take the metrics themselves, look at them, and write notes or feedback next to each of the metrics. This is a helpful way for agents to come up with objective data that objectively reflects their performance. No matter what call center agent coaching form is used, it is important to individualize the feedback to the agent.

Call Center Quality Assurance Guidelines

It is critical to use the right call center quality assurance guidelines when evaluating the interactions of agents. During the training process, it is critical to let agents know how their performance is going to be measured. These call center quality assurance guidelines must be transparent for every agent to see. Furthermore, this should be included on the call center quality monitoring scorecard or if you’re using a call center quality scorecard template in Excel.

There are a few key components of call center quality assurance guidelines. It is important to make sure that all metrics are actionable, meaning if they are out of range, there is something that can be done to fix them. Furthermore, let the agents know that their calls are going to be monitored before doing so. Finally, all QA efforts need to be continuous instead of instituted at benchmarks. The idea of call center quality assurance guidelines is that they lead to the continuous improvement of key QA metrics and performance.

Call Center Performance Evaluation

Finally, it is also important to look at the call center performance evaluation as a whole. Similar to the metrics that are posted on individual employee scorecards, the same metrics should be tracked for the entire call center. That way, employees can see the performance of the call center as it moves toward certain goals. For example, if there are certain metrics that are hit, then maybe everyone gets a bonus based on the performance of the call center. This type of incentive can go a long way toward improving the performance of everyone as a whole.

It is also a good idea to use a call center employee evaluation template. This type of structure can help call center managers provide feedback in a manner that is consistent and is going to help the entire company. Some of the information on this template might include how the agent has progressed toward certain goals or how the agent has experienced personal growth along the way. This information is important because it shows that the managers care about their individual employees and how they are doing. When employees know that their managers care, they are likely to work harder to succeed.

Get staffing right.

Request demo
Leave your email and we'll send updates at most once a month.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.