Designing a Call Center Evaluation Form: How Do I Create an Effective Scorecard?

Hi all,

I am new to this forum. I designed a quality monitoring program for my call center. Now, I need to put the questions into an Excel spreadsheet and be able to produce a scorecard for our managers for our techs. I have 5 key point indicators (greeting, intro, rebuttals, etc.). Each category has anywhere from 4-10 questions for a combination of 1-5 ratings and y/n.

I have designed the Excel spreadsheet with the techs' names going down the left-hand side in the first column and the 5 categories each containing questions. I need the date the techs are evaluated. Where do I go from here? How do I answer the question, assign a weight or score, and create a scorecard?

Help, please. Thanks in advance.

I have attached a call monitoring form that I am using in my call center, and it has made a huge difference. Hope this is helpful.

Regards.

Hi, I'm looking for a self-evaluation type of form for call center agents. Also, a progress tracking sheet. Is anyone else doing this? Would you mind sharing?