Why Your Business Needs Call Scoring
Even if it’s been years since you were in school, you probably remember what it was like to take a test. To pass a test, you had to study for it and take it. You then had to wait to see what grade you earned.
Imagine if you’d put forth the effort to prepare for an exam, went through the motions of completing the test and then never learned how you did on the exam. That would’ve been frustrating, wouldn’t it?
When it comes to your call agents, which scenario applies to them? Are they getting grades or feedback based on how they handle calls, or are they left to wonder how they’re doing with no meaningful input from you?
What Is Call Scoring?
With call scoring, you can evaluate how your agents are handling calls on both group and individual bases. This capability enables you to provide feedback to individual agents as well as your whole team — feedback they can use to improve their performance and increase customer satisfaction.
Call scoring involves comparing your agents’ performance against a set, predetermined standard. Because call scoring compares each agent’s performance against a uniform standard, everyone’s work is evaluated using common criteria. This eliminates bias and improves quality management equally across the board.
Call scoring begins with you identifying the criteria that makes a call successful. In general, it’s a good idea to involve others in the process of identifying the benchmarks you’ll use to evaluate agent performance. You can involve your other call center managers, agents and even your customers by having them complete surveys.
How Call Scoring Benefits My Business
Now that you know what call scoring is, you may still be wondering, “Why do I need call scoring?” The answer to that question is simple — you need call scoring because it has the potential to render many significant benefits for your business, such as:
- Decreased agent turnover
- Improved efficiency
- Increased customer retention
- Better customer experience
- Improved morale
While you may fear your agents will view call scoring as you spying on them for reasons to criticize them, you don’t have to worry. When you implement call scoring, you should explain it’s simply a tool that will enable you to help your employees do a better job. You’ll provide your agents with transparent criteria, and you’ll ensure everyone is familiar with your expectations.
In essence, call scoring levels the playing field for your agents because everyone is held to the exact same standards when their performance is reviewed. In addition to preparing you to provide actionable feedback for your agents, call scoring will help you to target your training and marketing efforts more precisely. As you evaluate call recordings, you’ll become familiar with the channels that produce your most promising leads and the specific issues that lead people to contact your call center. When you know these things, you can adjust your marketing strategies to attract more high-quality leads and introduce training to address the concerns most of your callers have.
How CallFinder Provides Call Scoring
With call scoring from CallFinder, you’ll have access to the best, most insightful call scoring metrics available. You’ll also be able to improve your agents’ performance with near real-time call review and automated scorecard reports.
CallFinder enables you to develop and implement a reliable process for call scoring seamlessly. With our cloud-based technology, you can easily record and examine conversations to gain more knowledge about your clients and prospects, identify new revenue opportunities, uncover areas where you can save money, manage script compliance and improve the coaching and training you provide for your call agents.
If you’re ready to enjoy the benefits that come with call scoring, contact CallFinder to get started now.