Blaire Group analysts have observed tens of thousands of live agent -calling at call-centers throughout the world. We have documented the results and created industry, benchmark standards. Our Call-Center Scorecard represents best practices for call-center evaluation and analytics. How does your team compare against industry averages?
The Call-Center Scorecard is a powerful, proven methodology for evaluating the overall strength of an any offshore, call-center operation. It adheres to a strict, well developed set of principles that are timeless. All Scorecard Evaluations are conducted on-site at the call-center physical location. After a thorough examination of each call-center's operations, The Scorecard determines each participating call-center's ranking:
- World-Class - superior and highest ranking available
- Recommended - excellent ranking; demonstration of operational strength
- Not Recommended - either fails expectations or chose to be unavailable for a Call-Center Business-Value Assessment and examination
The Call-Center Scorecard eliminates the guesswork in selecting a call-center that is best for your business objectives. It incorporates a uniquely weighted, quantitative scoring methodology that is proven, reliable, and highly effective.
- Agent Communication Skills. Call-Center Agents are audited and the call-center is rated for essential skills, functions, and English language fluency amongst its call-center, agent employees.
- Call-Center Analytics. A thorough examination the call centers vital call-handling metrics are examined, rated, and scored.
- Operations. Our analysts rigorously examine the call-centers organization and process efficiencies. We apply the organizations workflow and other procedures against our critical competency checklist and create a rated, reliable score.
- Management. This section analyzes the call-centers management team. A careful examination is placed on ratios associated with executive leadership, middle management, and team-lead practices.
- Industry Experience. A complete investigation of the call-centers ability to transfer industry knowledge to its agents is fundamentally required for client success. Our models rigorously examine and evaluate this capacity.
- Training & Development. A complete investigation of the call-centers product knowledge and product messaging is completed. Special examination is given to evaluating initial training, mentoring, on-going development, and industry market knowledge transfer. Our models look for and assess role-playing programmatic efforts, simulation, and whether the call-center offers quick retention skills development.
- Technology Deployments. Technology plays a vital role in the success of any call-centers ability to achieve excellence. Our analysts have observed significant, well deployed investments in reliable and secure technology infrastructures that enable seamless connection between contact-centers on the Philippines and overseas clients and customers. Advancing organizations employ a competent IT staff to resolve all technical issues as efficiently as possible. The security of networks and clients data is of the highest priority. Dual firewalls, password-protected logins, controlled access to sensitive data, scheduled systems maintenance and security audits are just some of the ways that advancing, Filipino-based call-centers ensure reliability and security of technology.
- Composite Score / Recommendation Status. This section is a summary of the complete evaluation and determines the following call-center ranking status.
o World-Class - Highly Recommended
o Advancing Organization Recommended
o Fails Expectations or Chose not to Parcipate - Not Recommended
- Subjective commentary. A value-added section in which the analyst has the ability to express findings in paragraph format that might not be reflected in the quantitative assessment.
How is the data tabulated?
After conducting each observation, our analyst completes a scorecard and ultimately calculates the call centers performance, which highlights trends.
What are weighted values?
Scores are carefully determined by using Blaire Group's Sales-AuditSMWeighted Value System for factors that you deem most important. Fully customizable weights are multipliers that provide scoring intended to mirror your corporate priorities. For example, weights of 10, 20, and 30 can be selected based on the following criteria:
10 = Significant
20 = Vital
30 = Critical
What does the scale mean?
When evaluating each call-center, performance will be ranked by the following guidelines:
0 = Failed execution, no attempt made
1 = Made attempt, but not convincing
2 = Demonstrated competence
3 = Excellent, perfect execution
Summary Evaluation
When the percentiles have been formulated and the call-center has been ranked, the Call-Center Scorecard will be published and documented. Our percentile rankings are as follows:
90 to 100 Percentile - Exceeds expectations
80 to 90 Percentile - Meets expectations
Below 80 Percentile - Fails to meet expectations
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