How To Create An Effective Balanced Scorecard To Facilitate The Activity Of Remote Agents

The Balanced Scorecard (BSC) is an important tool for business management. By creating an analysis based on four main perspectives, it is possible to measure the evolution of the company, evaluating how its strategic objectives are being achieved. In the context of call center management, it is possible to understand the role of each of the company’s key indicators, evaluating how its results contribute to achieving its objectives.

A company may decide to break down a scorecard by teams, individuals, or both, depending on the result they want to achieve. But sometimes, dashboards can become difficult to handle.

What Is The Balanced Scorecard (BSC)?

The Balanced Scorecard (BSC) is a tool that allows the strategic management of organizations. Based on its structure, it is possible to analyze the behavior of various key indicators, which will make it possible to evaluate how the company’s operation is aligned with its strategic objectives.

The BSC contributes to a much easier and more accurate decision making, allowing greater control over the future of the business. In practice, its structure is divided into the following perspectives:

• Learning and growth: Refers to the resources that most contribute to the creation and delivery of value: people. It underlines the importance of keeping staff well trained in company processes and culture.

• Internal processes: Measures the level of excellence of the internal processes of the company, allowing evaluating the development of the business areas.

• Customer: Refers to customer satisfaction and the ability of the company to deliver value through good experiences. It affects the positioning of the company.

• Finance: Measures the ability of the company to generate value for its shareholders through the maximization of profits and minimization of costs. Basically, it refers to the profit of the organization. 

How To Create an Effective Balanced Scorecard to Facilitate Remote Agent Activity

1) Why Balanced Scorecard Should Be Changed

Outdated Balanced Scorecards contain metrics that may have imported before the pandemic, but are less relevant now. Clients are uncertain about what is to come. In call centers, this can create longer average handling times; higher call volume, and more impacts on sales.

While this is one reason to reinvent the scorecard, it is also important to assess how the contact center has changed from a continuous process perspective (over time). Needs come and go, and you must establish an annual rhythm to review your scorecard. Therefore, it needs to be reconfigured to accurately display business goals to create a better experience for agents and customers.

2) How To Create A New Balanced Scorecard

First, you have to set specific and achievable goals based on metrics. These must be within the control of the employees, as well as relevant to the time and position. Likewise, it is key to organize the visual representation of the Balanced Scorecard in an understandable way.

It is advisable to make these metrics based on weekly or monthly reports. In this way, a continuous average of agents’ work is shown, not just one day.

3) How To Implement The New Balanced Scorecard

Before its official launch, the team needs to know that the new BSC works, highlighting the differences and the important changes it will make to change the employee experience.

Then you need to share the effectiveness of the BSC with the team supervisors, showing them the motivation for the change and how it will benefit them and the agents.

Once the Balanced Scorecard is implemented, you have to control the metrics and make sure to evaluate them periodically to have the best system for your brand.

What Does It Take To Create A New Agent CMI That Aligns Employee Goals With Company Goals?

There is a strong relationship between agent quality and customer interactions with the overall growth of a business. Therefore, monitoring and improving agent interactions is key.

Agent Balanced Scorecards, when done right, are an easy-to-use feedback tool that can help improve agent training as well as increase agent engagement.