GOALS:
To give the sales representative a qualitative or quantitative insight into the call.
To give the managers an overview of their team performance and help them make useful decisions.
CONCEPT:
Scorecard is a measure of call with respect to certain attributes defined by the organization.
This scorecard can be either qualitative or quantitative.
Qualitative:
From a pure qualitative perspective, a call is measured on the basis of certain parameters decided by the organization (client) and the scorecard tells us if those parameters are present or not in the call.
Quantitative:
There is an individual score given to each parameter in a way that the score of any call would have values from 0 to 100.
SPECIFICATIONS
The conversation is divided into different categories also called playbook stages.
Now the categories can be of 3 types:
Type 1: All the parameters in this category are important to be present. So, in this case we’ll identify if each parameter is present or not.
for example,
Qualitative values for this are present or absent.
For quantitative score we’ll assign the full score if a particular parameter is present and give 0 if it is absent.
Type 2: This category could be a list of parameters where if one is present then other parameters would be generally absent.
for example, if my category is ‘call nature’ and my parameters are ‘broken settlement, business loss, complaint, death, dispute, earlier miscommitment’.
Now, our goal would be to understand what was the nature of the call. It cannot be all the parameters. The call nature would essentially the parameter which had a higher presence.
Qualitative value would be the parameter itself which had a higher presence in the call.
Type 3: This category has a list of emotions and we take the emotion which has a greater value compared to the rest of the emotions.
Qualitative score will be the type of emotion (e.g. sad, frustrated, polite, etc..)
For quantitative score, Let’s assume we want the agent to be polite and he would receive a full score of 5 when he’s polite and the score keeps decreasing on basis of the oppositeness of desired emotion i.e. assertive will get 3, aggressive will get 2, rude will get 1, and abusive will get 0 (Please note that we don’t have a negative score for being abusive, all the scores are normalized between 0 to 5).
Below table is a generic scorecard template:
An example of scorecard:
Please note that this is just a sample of a scorecard.