Quality Management made easy
ZOOM ScoreCARD is an integrated, flexible and easy to use solution to save valuable time and money when evaluating your agents and overall contact center's performance.
With flexible and importable questionnaires, the powerful evaluation planner and easy to use evaluation mechanism, a contact center will now be able to manage their quality management process effortlessly.
The Contact Center Dashboard, together with the extensive set of reports and graphs, will show the current status and the quality improvements achieved over time. The intelligence captured allows for the contact center to plan their quality road map carefully.
Matching your contact center goals
Create evaluation criteria to score and measure an agent’s skill sets based on your exact requirements. ScoreCARD´s questionnaire manager allows the creation of numerous evaluation questionnaires which are fully customizable for any contact center.
Schedule your evaluations, simple, fair and fast
Plan evaluations based on media type and internal or external search criteria. Select the number of interactions to be evaluated for agent group or individual agents. Delegate the evaluation process to your team as easy as a push of a button! Define a deadline for evaluations.
Agents can be assigned the permission to plan and complete self–evaluations. Agents will only be able to complete evaluations based on their specific interactions and will use the evaluation planner to plan evaluations similar to the way supervisors plan theirs. Agents are not able to change any settings or influence how their self–evaluations will contribute to the final '360 degrees' view.
Complete Insight at your fingertips
Dashboard & Reporting
Use rich reporting features that identify agent strengths and weaknesses in service, interactions and communication skills. Usetrend reports and graphs to identify agent and team progress and improvements. Compare agents or agent groups. Monitor high level contact center performance indicators via the Contact Center Dashboard view.
The Compare Agents chart displays several agents overall average scores in a specified group and users can easily compare agent to agent or agents to the overall group score. Providing the full range of quality scoring activity in a single group.
Export data to Excel
All displayed data in the graphs section is exportable to MS Excel providing the business with the option to further process or analyze the ScoreCARD data for other business use cases.
ScoreCARD Dashboard Widgets
ScoreCARD currently provides six dashboard widgets delivering up to date data based on ScoreCARD evaluation results. Widgets are based on groups, agents,trends, and questionnaires. Each of the widgets are configurable, providing the detail the end user requires to make informed decisions quickly.
Staying Objective Through Calibration
ZOOM ScoreCARD will help you to compare how the different evaluators work and how they score the same interactions. This helps you calibrate their judgment andmaintain the same scoring habits across the whole enterprise.
Questions can be grouped based on their relevancy (e.g. product compliance, knowledge, agent politeness, security validation etc.) with each group in the overall score and each question within the group having its own weight of importance.
Re–Open Finished Evaluations
Allows users to change a finished evaluation back to the "in progress" state allowing them to modify results as needed.
Search and Integration
Select and score calls recorded by ZOOM CallREC using criteria such as length of call, day of the week, time of day or any other parameters from the contact center and CRM integration.
Provide agents access to their evaluations with supportive feedback on a 'job well done' or 'needs for improvement'. Use this module to deliver important coaching directly to agents instantly!
Read Only Access
Users with assigned permissions will be capable of opening the non–editable grading form and listen and/or view interactions while reviewing how they were graded. This provides an excellent tool for agent review.