Building your Scorecard Structure
Before building your scorecard it is important to understand how the structure of a scorecard works.
There are two sections to a scorecard: Customer Experience and Compliance. Customer Experience is for soft skills. Compliance is for rules and regulations, policies, procedures, or other items that are compliance related for your interactions.
We will first review how the structure works for both sections. After reviewing this article on structure and before you publish your scorecard be sure to review this article on scoring methods. This will be imperative to designing your Customer Experience section.
Structure
There are three levels to the structure of a section: section, scoring section, and scoring criteria.
Section
As mentioned above there are only two scoring sections: Customer Experience and Compliance. To add or remove sections from the scorecard, click on the add sections dropdown and select or deselect the sections. You can add or remove a section anytime before your scorecard is published.
Below is a sample scorecard with both the Customer Experience and Compliance sections added.
Scoring Section
You can have unlimited scoring sections for each section. The purpose of the scoring section is to divide the section up into main skills, processes, procedures, or guidelines. For instance, in customer experience you might have scoring sections; introduction or opening, active listening, probing, overcoming objections, assuming the sale, etc… In compliance you might have scoring sections; mistreatment of customer, giving inaccurate information, verification, etc…
To add a scoring section to Customer Experience or Compliance section go to the end of the row of the section, click on the action icon and click on Add Scoring Section.
If you need to edit a scoring section go to the end of the row for the scoring section, click the action icon and choose edit details.
You can also delete a scoring section, by choosing delete. Remember, deleting a scoring section will delete the entire scoring section, including all associated scoring criteria and definitions.
Scoring Criteria
Just like scoring sections, you can have unlimited scoring criteria for each scoring section. Scoring criteria are the standards you will use to score the agent interaction with the customer.
For instance, you might have 3 scoring criteria under the scoring section Active Listening. All 3 are important to ensuring your agent is always listening to the customer.
- Shows understanding/empathy through acknowledging customer’s concerns and responses.
- Avoids interrupting the client.
- Pays attention to the content and direction of the call (Be aware of where the client is heading and keeping the conversation focused on helpful information).
To add scoring criteria to the scoring section go to the end of the row of the scoring section, click on the action icon and click on Add Scoring Criteria.
If you need to edit scoring criteria go to the end of the row for the scoring criteria, click the action icon and choose edit details. You can also delete scoring criteria by choosing delete. Remember, deleting scoring criteria will delete the scoring criteria and the associated definition(s).
Scoring criteria has one other option, edit definition. The description for the scoring criteria is usually not enough when training managers and agents on quality standards. We added a definition to each scoring criteria to assist in training. The evaluator, manager, or agent can view the definitions at any point.
To add definitions to the scoring criteria go the end of the row of the scoring criteria, click on the actions icon, and choose edit definition. Enter your definition and click save. You can edit the definition anytime and definitions are not required.
Remember, before you publish your scorecard be sure to review this article on scoring methods. This will be imperative to designing your Customer Experience section. Once you have completed the scorecard you can publish the scorecard. Once published the scorecard is available to use to evaluate agents.