Balanced Scorecard

A Balanced Scorecard is a way of displaying performance data that typically consists of a range of different measures that focus on all elements of performance.

In a call centre, Balanced Scorecards can be produced at agent, team and centre level.

Why use a Balanced Scorecard?

The idea is to balance qualitative metrics with quantitive metrics so you get a more holistic view of performance rather than singling out one or two particular metrics.

For example, let’s assume you only had a metric for call centre agents on the number of calls they handle in a shift.

Your best agent handles 150 calls a day and is regularly commended on their outstanding performance.

As a result, all agents are now focussed on handling as many calls as possible because “that’s what management wants us to achieve”.

But what if every call that agent handled was a terrible customer experience?

And what if there was another agent who ‘only’ handled 75 calls a day but every customer loved them?

Which one would you rather?

As we mentioned earlier, a Balanced Scorecard ensures that the focus is on all elements of performance so the focus on the wrong metric doesn’t drive the wrong outcomes in your business.

Next steps

Upcoming Industry Events:

Workforce Management Essentials

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This 3-day course is designed to teach you the foundations of good Workforce Management principles (WFM), and how to implement them in your own business.

Live Chat for Managers – October 2020

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CX Skills

Live chat & text chat is becoming increasingly popular as a customer channel yet managing that function requires a range of skills that are hard to come by. Service Levels, Wait Times, Knowledge Bases, Routing, Integration and Reporting and so on are just some of the factors that need to be considered so whether you are just commencing your Live chat journey or you need to apply some global-best practice skills to fine-tune your operations this course is for you.

7 guiding principles for smarter outsourcing!

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Derick Lafleur Consulting

Are you considering outsourcing for your contact centre or back-office operations? In this FREE live webinar, you will learn about the 7 critical factors you must know in order to avoid common mistakes and make informed decisions. This webinar is hosted by outsourcing and CX expert Derick Lafleur.

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