What is a Scorecard?
A scorecard is a tool that tracks how well agents and teams are performing using key metrics like response time, resolution rate, and customer satisfaction.
It helps managers spot trends, measure progress, and improve service by showing what’s working and what needs attention. Scorecards are often used as dashboards or evaluation forms to guide coaching and decision-making.
Metrics to Include on a Customer Service Scorecard
Key metrics and rating categories to include on a scorecard are:
- Customer Satisfaction (CSAT): Measures how satisfied customers are with a specific interaction or service element, typically via a rating scale (e.g., 1 to 5).
- Customer Effort Score (CES): Evaluates how easy it is for customers to get their issues resolved, highlighting friction in the experience.
- First Call Resolution (FCR): The percentage of issues resolved in the first interaction without follow-up needed.
- First Response Time (FRT): Measures how quickly the support team responds initially to a customer inquiry.
- Average Handle Time (AHT): The average time spent resolving a customer query or handling their call/chat.
- Tone and Empathy: Often assessed qualitatively, rating the emotional engagement and personalization in interactions.
- Service Level Agreement (SLA) Compliance: Percentage of issues handled within agreed timeframes.
To learn more about scorecards and best practices for these, see our article “Best Practices for QA Scorecards in Customer Service for Collections Industry.”
