Call Center Call Scoring

Market research 04 12

What is Call Center Call Scoring?

Call center call scoring is the process of evaluating call data against some defined performance standards. Being used by call center managers to analyze live as well as recorded calls, call center call scoring uses evaluation forms for scoring customer service agents. It also empowers sales and marketing teams to surface some metrics like sales script compliance as well as inbound lead quality.

Using call center call scoring can help to improve agents’ performance by seamlessly enhancing their motivation levels. Moreover, it enables your call center to effortlessly identify ineffective or failing procedures and key drivers behind customer frustrations. Call scoring makes it easy for managers to focus on the training and professional development of their agents. 

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Why should your company use Call Center Call Scoring?

In the case of customer service, call center call scoring can help to boost agents’ efficiency, reduce turnover, and elevate customer retention, As far as sales are concerned, call scoring helps in determining the drivers behind qualified leads, i.e. why they pick up the phone and call. This empowers brands to focus their marketing efforts on channels that deliver the best return.

Irrespective of the industry you work in, employing a set of standards helps to boost your team’s morale and self-accountability. With the implementation of an effective call center call scoring solution, you can ensure that expectations are communicated among agents across every team so that everyone stays on the same page.

By leveraging call recording, it helps organizations to keep their ear to the ground and gather the feedback they need! As many leads that call in have a similar question related to a service, it gives the light of inspiration for creating content pieces that could help. By knowing different customers and leads who call in, it helps to streamline training efforts for addressing their specific needs. 

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What are the main categories for call center call scoring?

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How to design an evaluation form for call center call scoring?

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Call Center Call Scoring Methods: A look inside

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Call Center Call Scoring: FAQs

A call center should at least monitor its agents twice every week. Intending to create a healthy environment for feedback, it helps agents to work on the required areas and perform better every time. Also, the agents should be aware that they’ll be receiving feedback on their performance.

Call center call scoring helps ensure better agent training, higher agent engagement, enchanced agent productivity, reduces agent churn & ensures high customer satisfaction. It helps drive sales & enables businesses to grow faster.

A call center KPI (also known as Key Performance Indicator) is a measurable value used for demonstrating how effectively a brand or a specific department is achieving the intended business goals.

Call scoring can be done by using evaluation forms that score agents on factors such as call greeting, account verification, updating customer contact info, customer service quality, wrap up & follow up & so on

Here are some metrics for evaluating the performance of a call center: 

  • First Contact Resolution (FCR)
  • Service Level 
  • Average Handle Time
  • Average Call Transfer Rate
  • Customer Satisfaction Score
  • Abandoned Call Rate

Hindol Basu 
GM, Voxco Intelligence

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