This PPT slide, part of the 78-slide Guide to Delivering Best-in-Class Customer Care PowerPoint presentation, outlines a framework for differentiating five levels of scorecards used in contact center performance management. It presents a structured hierarchy, starting from the highest level, the Contact Center Business Scorecard, down to the Agent Scorecard. Each level targets specific audiences and provides tailored content, ensuring that relevant information is communicated effectively across the organization.
At the top, the Supervisory Board receives aggregated information on overall business activity and strategic implementation, with reports generated quarterly or monthly by business management. This level emphasizes a broad overview, crucial for high-level decision-making.
The next tier, Management, focuses on individual segments of the contact center business. Monthly reports prepared by division managers include detailed summaries and disaggregated high-level indicators, allowing for a more granular understanding of performance.
The Site Director level provides weekly insights into the operational performance of specific locations or projects. This report, prepared by location or project managers, zeroes in on operational indicators, which are vital for day-to-day management.
Lastly, the Agent Scorecard is designed for agents themselves, offering weekly performance metrics. This level is essential for driving individual accountability and performance improvement.
Understanding these distinct scorecard levels enables organizations to streamline reporting processes and ensure that each stakeholder receives the information necessary for their role. This structured approach fosters accountability and enhances performance management across the contact center.
This slide is part of the Guide to Delivering Best-in-Class Customer Care PowerPoint presentation.
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