Guide agents and understand their overall performance by combining key metrics to create a single, overall measure 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.
Automatically Generated Scoreboard
Overall Agent Score
Average Activities per Case
Total Time Spent
Open Case Rate
Close Case Rate
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.
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.