Scorecards: they'll transform your customer and agent experience

Andy Vale

By Andy Vale
15 Jun 2023


5 min read

Contents

Every sales team and contact centre leader want their team to deliver an efficient, helpful, and consistent customer experience, but how?

You also face the challenge of hitting revenue targets, onboarding agents quickly, ensuring they maintain a top-quality customer experience and are getting job satisfaction from high levels of performance. The bad news is that it won’t happen by accident, but the good news is you probably already have more answers than you think. What a result!

It’s time to try out our Scorecards

Scorecards: What are they?

No two agents, regions, or teams are the same. To know where you need to improve them, you need to understand how they’re performing in all aspects that make up your key areas.

Infinity's Scorecards use Conversation Analytics to transcribe every conversation, score them as you see fit, and pinpoint what’s needed to enable contact centres to delight customers while training an elite team of agents.

Customise your scorecards to monitor what matters to you on every call, for every team, and for every agent. This insight empowers rapid, targeted training to help your teams deliver smooth, effective, empathetic, helpful, and compliant customer experiences.

Interested? Speak to your customer success manager or start a conversation with us to find out more.

Agent-Scorecard-Pinpoint-High-Flyers-02

What can you spot with Scorecards?

Well firstly, what matters to you? The components you measure with Scorecards can be tailored to focus on whatever aspects of a conversation that you choose to prioritise. But some things they can monitor include:

  • Compliance levels
  • Conversion rates
  • Key stages of a call
  • Greetings
  • Qualifying questions
  • Product upsells
  • Best practices that
  • Top performers by specific components
  • Top performers overall
  • Regional trends

Agent-Scorecard-Stop-Guessing

What outcomes do Scorecards help deliver?

The contact centre and its agents are the central hubs of customer service and engagement. Improvements here will have knock-on benefits throughout the business. Here are some of the benefits Scorecards help you deliver:

  • Maintain a consistent brand
  • Find quick wins in your customer service
  • Reduce ramp time on new agents
  • Swiftly pinpoint individual areas of improvement
  • Deliver a consistent customer experience
  • Increase Average Order Values (AOV)
  • Boost upselling on key products
  • Increase NPS
  • Identify key calls for training
  • Eliminate risks resulting from lapses in compliance
  • Reduce the timeframe on feedback loops
  • Drastically cut down on hours of manually searching calls

But this is by no means the limit of where Scorecards can make an impact. What would you like to achieve?

Help is at hand

We get it, there’s a lot to think about and many opportunities to choose from, but you don’t need to do this alone.

Scorecards users benefit from our acclaimed Insights and Intelligence team – winners of the ‘Most Innovative Customer Success Initiative’ award at the recent Customer Success Excellence Awards. This is our team of speech analytics experts, who have spent years specialising in best practice, smart strategy, and setting you up for success.

Included in all Conversation Analytics packages

Scorecards are complimentary for all our clients enjoying our award-winning Conversation Analytics suite. Combined with our unmatched call tracking capabilities, Conversation Analytics opens up a world of winning plays for you to create a more effective, satisfying, and efficient customer experience.

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Already an Infinity client? Speak to your customer success manager or our support team about how you can get started.

Not yet an Infinity client? We promise there are crucial elements that happen before, during, and after every conversation you have with your customers that make a huge difference to your sales, marketing, CX, and contact centre teams.

 

Keen to find out how you can get started? Start a conversation with us today to find out more.

Ready to unlock real audience insight at scale?

Discover how our call intelligence will help you

Book a demo

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