Agent Scorecards

A call centre agent scorecard is a structured way to measure agent performance against key metrics like first call resolution, average handling time, and customer satisfaction scores. It tracks both technical skills and soft skills, giving call centre managers a consistent process to evaluate customer interactions, spot performance gaps, and provide timely feedback.

Agent Scorecards turn raw customer conversations into data-driven insights. By highlighting performance trends, they help managers identify top performers, address performance gaps, and design targeted training programmes. This leads to better operational efficiency, higher customer satisfaction, increased conversion rates, and improved alignment with business objectives.

Infinity’s agent Scorecards can be tailored to meet the specific needs of our clients. However, some typical centre agent performance metrics might include:

• Call construct and quality frameworks
• Compliance and script adherence
• Sales progression - i.e., how well agents progress a prospect to sale
• Overall performance score

These key performance indicators give managers a clear view of individual agent performance and how well the team is meeting customer expectations.

Automated scorecards monitor every call across call centre operations, ensuring no interaction is missed. This supports quality assurance by tracking adherence to scripts, compliance requirements, and service standards. Managers can then deliver instant feedback and targeted coaching, creating a consistent process that boosts both customer experience and regulatory compliance.

Traditional reviews often rely on limited samples and anecdotal feedback. In contrast, contact centre agent scorecards provide a complete, data-backed view of agent performance. They highlight performance data in real-time, identify where training programs are needed, and help managers make informed decisions that directly improve customer satisfaction and campaign outcomes.