Structured Scorecard Framework for Contact Center Performance PPT

This PPT slide, part of the 78-slide Guide to Delivering Best-in-Class Customer Care PowerPoint presentation, outlines 5 distinct levels of scorecards essential for evaluating performance within a contact center environment. Each level is tailored for specific audiences, ensuring that the information presented is relevant and actionable for the respective stakeholders.

At the top, the "Contact Center Business Scorecard" is directed at the supervisory board. It aggregates total business activity and provides insights into how strategies have been operationalized. This scorecard is reported quarterly or monthly, prepared by business management, emphasizing high-level oversight.

The second level, the "Division Scorecard," is intended for management. It offers a detailed summary of individual segments within the contact center, disaggregating high-level indicators and aggregating values for lower-level metrics. This scorecard is reported monthly, allowing management to track performance trends and make informed decisions.

Moving down, the "Scorecard per Location/Site" is for site directors. It focuses on the operational performance of specific locations or projects, with a weekly reporting frequency. This level is crucial for understanding localized performance and identifying areas needing improvement.

The "Team Leader/Supervisor Scorecard" is aimed at coaches, providing insights into team performance on a weekly basis. This scorecard helps in assessing coaching effectiveness and team dynamics.

Finally, the "Agent Scorecard" is for agents themselves, focusing on individual performance metrics. Weekly reporting allows agents to receive timely feedback, fostering a culture of continuous improvement.

This structured approach to performance measurement ensures that all levels of the organization are aligned and informed, ultimately driving better customer care outcomes.

This slide is part of the Guide to Delivering Best-in-Class Customer Care PowerPoint presentation.

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