Guide agents and understand their overall performance by combining key metrics to create a single, general measure of your agent scorecards.
Track performance in product and service quality. Save time, money, and valuable resources by putting all this data into one report. Use scorecards to make better decisions for the future of your organization.
Supervisors can coach their agents and pinpoint, based on Supportbench’s automatically generated scoreboard, where they should focus their time and energy to improve performance. Low scores highlight areas where improvement is needed, and high scores highlight an agent’s strengths. Use both to effectively improve your customer service and organizational standards.
01. Agent Performance
02. Divisional Performance
03. Organizational Performance
04. Automatic Scoreboards
05. Agent Score
06. Total Time Spent
07. Open/Close Case Rate
08. Case Escalation
Supportbench looks at a wide variety of metrics and assigns a weight based on the importance of each metric in order to give an an overall score. Moreover, not only do we measure individual agent performance, but we also measure divisional and organizational performance.