Creating a customer service scorecard is an important - and personal - part of any organization that wants to enable their team to grow in a measurable and scalable way. Effective scorecards allow you to pinpoint where your team is excelling, and where they need to improve.
While there’s no one-size-fits-all approach to scorecards, there are best practices your team can put in place today to ensure your scorecard is actionable, organized, and aligned with your team and businesses' larger goals.
Get the Ultimate Customer Service Scorecard Template today for a complete scorecard framework built to help you improve your QA program and gain new insights into the quality of your customer service interactions.
Capture customer feedback on agent performance at scale and measure against the KPIs - like CSAT, NPS, and CES. Our clients see response rates up to 10x higher than industry averages, which provides a more complete view of the metrics that matter most.
By linking QA reviews with customer feedback, you can quickly highlight how your internal quality measures stack up against customer-rated performance. Keep a bird’s eye view of review metrics to help evolve and enhance what quality really means to your brand.
Stella Connect integrates with all major CRM and ticketing vendors, creating a holistic ecosystem for greater frontline efficiency, quality, and action - all with no interruption to your agents' workflows.
Grow the human relationship between your customers and your brand with Stella Connect. Using personalized bios and agent icons in feedback requests drives response rates of 10x industry averages.