Quality and Performance Management

Powerful visualization

Evaluate calls or screen recordings

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.

Define custom questionnaires and scoring method

Matching your contact center goals

Flexible questionnaires

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.

Frequently used questionnaires can be imported and exported to facilitate usage across large contact centers.

Evaluation sub criteria

Evaluation Planner

Schedule your evaluations, simple, fair and fast

Evaluation planner

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.

Agent Self-Evaluation

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.

Instant overview using the Contact Center Dashboard

Complete Insight at your fingertips

Dashboard & Reporting

Use rich reporting features that identify agent strengths and weaknesses in service, interactions and communication skills. Use trend 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.

The League Table graph provides a spreadsheet detailing the performance of groups or agents by their average scores using a performance based table.

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.