Monitor and enhance agent performance with an agent scorecard feature
Boost your customer service team with an advanced agent scorecard feature.
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How agent scorecard works
Challenges faced by CS managers
without an agent scorecard feature
Inconsistent quality evaluations
Without a standardized scorecard, managers might apply different criteria to assess each agent performances, leading to inconsistent evaluations and potentially unfair performance reviews.
Limited insight on agent performance
Managers might lack the comprehensive insight on agent performance, making it difficult to identify areas for improvement nor to recognize top performance.
Increased managerial workload
Manually reviewing and evaluating each agent’s interactions is time-consuming and labor-intensive, diverting managers’ attention from other critical tasks and reducing overall efficiency.
Ensure the quality of agents' service with agent scorecard
Comprehensive QA assessment
- Ineffective monitoring and evaluating process due to limited performance insight and manual quality assurance (QA) process.
- Difficult to evaluate all customer interactions, thus may results to the overlook of crucial performance reviews.
- Inconsistent service quality and missed opportunities to improve agent performance through feedbacks.
- Set the parameter to evaluate agents' response quality.
- Support managers to seamlessly score agents performance directly from the chatpanel.
- Get a quick overview of agent's scorecard result in general report section.
AI-powered automation
- Quality assessments may vary, leading to inconsistent customer service and potential dissatisfaction.
- Managers spend excessive time to manually review customer interactions, leading to reduced efficiency and increased workload.
- Automatically assess all agent interactions with AI, ensuring thorough and unbiased evaluations.
- Automatic QA process allows managers to allocate their time to focus on strategic tasks and team development.
Manual and automated options
- Relying solely on either manual or automated QA can limit the ability to adapt assessments to fit to your specific business needs.
- The lack of AI-powered tool limits you to get a comprehensive coverage as efficient as possible.
- The inability to balance manual and automated reviews may give you incomplete QA results, resulting in inconsistent service quality and potential customer dissatisfaction.
- Choose between manual and automated QA options according to your business needs; ensuring thorough and precise assessments.
- Combine the precision of AI with the nuanced understanding of manual reviews for a balanced and comprehensive QA process.
- Maintain consistently high standard of customer service by leveraging both the efficiency of automated process and human flexibility.
A holistic ecosystem for
customer support
Agent assessment is manually processed and takes a long time?
The agent scorecard feature alleviates the manual processing and streamlines the agent assessment process up to 12x faster to enhance your customer service efficiency.
Before using Mekari Qontak's scorecard feature, evaluating agent performance at Sir Salon took a long time. We had to do a manual assessment for each agent every time an inbound came in, which could take 1-2 hours. With the agent scorecard feature, everything is faster and more efficient. Now it only takes about 10 minutes to thoroughly evaluate an agent's performance.
Agent assessment is inconsistent and subjective?
The agent scorecard feature lets you set evaluation parameters that can be accessed quickly to maintain assessment consistency and high standard customer service quality.
The agent scorecard feature has helped us find out the quality of our agents quickly with the assistance of AI–after we determined the scoring parameter. With Mekari Qontak, the process of quality assurance no longer takes a long time.
Frequently Asked Questions (FAQ)
What is the agent scorecard feature?
Agent scorecard is one of the features within Qontak Service Suites package that assists managers to quickly review agents’ response quality with customers in the chatroom. Managers can define the scoring parameter to maintain evaluation consistency, and access an overview of agents’ performance in the report dashboard.
What are the benefits of Mekari Qontak's agent scorecard feature?
Mekari Qontak’s agent scorecard offers crucial benefits as below to help managers monitor their agents:
- Guarantees every customer interaction is evaluated to maintain a high standard of service quality.
- Provides detailed insights into agent performance, including to identify areas for appreciations, coaching, and development.
- Gives a quick overview the result of agent’s score in general report section.
How do I access the agent scorecard results from a reviewed conversation?
There are two easy ways to access the agent scorecard results:
- Manually check the scorecard from resolved conversations, or
- Access the overview from the general report dashboard
What type of conversations will be reviewed by the automated agent scorecard feature?
When enabled, the automated agent scorecard feature will automatically review conversations containing 10 or more chat bubbles. This ensures that each reviewed interaction is substantial and meaningful.
Ensure the work quality of your customer support with Mekari Qontak's agent scorecard
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