Call Center Agent Performance Scorecard

Excel Spreadsheet
Set and measure effective KPIs based on industry best practices using this free template.
Call Center Agent Performance Scorecard - Featured Image

Take the next steps to improve your call center’s performance.

Our certified Project Coordinators use templates like these to build the unique algorithms that help us train and manage our GigCX agents. Although every project is unique, this proven scorecard template will make it easy for you to add, remove and replace KPIs that align with your company’s broader goals.

Our agent performance scorecard helps you measure the metrics that matter.

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Performance Management

Setting the right agent performance metrics is crucial to improving customer happiness and retention.

How well are you tracking each agent’s training status, information handling practices, policy compliance, and average handle-time or soft skills like tone, tact, and effective communication skills?

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Inbound & Outbound Sales

Keeping your eye on sales agent productivity is important, but so much more goes into closing the deal than just the end result.

How well are you able to gauge talk time, schedule adherence, and complaints against your agent’s overall charisma, confidence, and credibility that they convey to your prospects?

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Support Teams

Calming frustrated customers while efficiently solving technical problems requires finesse and skill that you can measure.

How well are you currently monitoring knowledge base adherence, relationship building, and de-escalation strategies in addition to typical performance management KPIs?

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Traditional BPO

The most common call center model pays agent’s by the hour, pays team leads to improve performance, pays managers to supervise, and pays for additional labor to cover breaks and surges.

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Traditional BPO

The most common call center model pays agent’s by the hour, pays team leads to improve performance, pays managers to supervise, and pays for additional labor to cover breaks and surges.

attach_money

Traditional BPO

The most common call center model pays agent’s by the hour, pays team leads to improve performance, pays managers to supervise, and pays for additional labor to cover breaks and surges.

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