Imagine losing half of your existing customers and the impact that would have on your entire business. That’s what’s potentially at stake for companies that deliver poor service experiences. According to our 2021 customer service statistics, based on a study of over 1,000 individuals in the U.S., 53% of consumers say they would likely stop doing business with a brand after a negative customer service interaction. That’s why creating an effective agent performance scorecard designed to evaluate and uncover opportunities to improve customer service agent performance is an important part of any quality assurance program and customer service training program.
After all, according to the same study, we found that 61% of consumers say that if a brand turns a poor experience around by solving things right away, they would keep doing business with the company and 80% of consumers they that when customer service solves their problems, they feel more emotionally connected to the brand. These findings underscore the true power of high quality—and, most importantly, empathetic—service performance.
Here are our recommended best practices for making a really impactful agent performance scorecard your team can put to use as part of your QA program ASAP.
How to Build an Effective Agent Performance Scorecard
Follow these guidelines to strengthen your coaching and training efforts and empower your agents to boost their individual performance and overall customer satisfaction (CSAT).
#1: Ensure your agent performance scorecard is easy to use and understand
Keep the card organized, with questions grouped by topic. Define any customer service terms referenced within your card. And make sure all of the questions included in your scorecard are drawn directly from your customer service training program, and serve to reinforce topics agents are already familiar with as part of their ongoing customer service coaching sessions.
There should be no surprises or room for confusion on what anything means or what’s expected when it comes to agent performance.
Make sure your company’s scorecard and review process help agents understand why they have received a certain score and what immediate next steps they take to strengthen their outcomes.
#2: Remember to measure soft skills, not just hard ones
To truly get a holistic understanding of your agents’ capabilities, your scorecard should not only include questions that assess hard skills, like these:
Sample agent performance scorecard questions that assess hard skills
- Customer greeting/sign-off
- Did the agent address the customer by first name?
- Did the agent use the company’s sign-off?
- Did the agent restate how the issue has been resolved?
…it’s important that your scorecard also includes questions that reflect on an agent’s soft skills, like these:
Sample agent performance scorecard questions that assess soft skills
- Did the agent communicate with the customer in a thoughtful manner?
- Was the agent clear and easy to understand?
#3: Assess how well agents demonstrate brand voice and reflect brand values
Some of the most important soft skills to score your agents on as part of your QA review process include how your team members demonstrate your company’s brand voice, reflect your brand’s values, and show empathy.
Sample agent performance scorecard questions that assess these soft skills
- Tone and brand
- Did the agent embody your brand’s voice?
- Did the agent embody your brand’s values?
- Did the agent demonstrate empathy?
#4: Include opportunities for reviewers to share detailed feedback
In addition to asking yes-no questions during the review process, it’s a best practice to include open-ended questions, giving space for QA reviewers to share specific feedback about what agents can do differently the next time around.
#5: Be clear on the next steps agents and coaches should take
The best agent scorecard is one that’s designed to be actionable, offering clear next steps and focus areas for both agents and managers. With individual scorecard results in hand, supervisors should know where agents need additional coaching support and agents should know what to prioritize to approach customer interactions even more effectively moving forward and elevate their scores.
Looking for an Effective Agent Performance Scorecard Template?
Check out our Ultimate Customer Service Performance Scorecard Template, designed based on Stella Connect’s deep expertise in supporting the world’s top service-focused brands, including Mercedes-Benz, Williams-Sonoma, Lemonade, and more, in strengthening their QA scores, CSAT, and other essential customer outcomes.