2. BMV Contact Center Performance Indicator / Score Card Sample User

3. BMV Contact Center Performance Indicator / Score Card Implemented Automated Score Cards in 2012 as a way to reduce the amount of time Supervisors spent compiling user statistics Before the Score Cards were created, supervisors spent a minimum of 5 hours a week updating manual score cards. By automating the score cards, it gave the Supervisors more time to focus on staff training and development as well as adding additional responsibilities to their work load. The new Score Cards also provide a higher level of transparency to the Customer Service Associates (CSA), because they’re viewing them on a weekly, monthly (CSA and Supervisor sign off and Score Card is filed), and yearly basis instead of once per month and at review time.

4. The Score Cards were a collaborative project, encompassing the BMV Contact Center and the BMV Information Technology Department. The Contact Center had several automated reports that were already CSA focused, so having these multiple statistical reports put on to a score card to measure their performance was a no brainer for us. Not only were statistics pulled from the CIC phone system servers, but we also had measurable data to pull from our SharePoint site as well. The BMV Data Warehouse Team was able to pull all of this data together, using Microsoft Reporting Services and were able to make this Performance Indicator / Score Card based on our design. Using Microsoft Reporting Services, we created subscriptions that would email the Supervisors these reports on a weekly/monthly basis BMV Contact Center Performance Indicator / Score Card

5. The Contact Center Staff received this new report with enthusiasm. They liked the transparency of this new report because it showed them where they were struggling on a weekly basis, which allowed them to tackle their weaker areas and to improve before the month was over. During review time, many of our CSA’s had their score cards in hand, and already knew the outcome of their reviews! As we say in the Contact Center, you write your own review – In addition to using these performance indicators for the yearly reviews. We also use these statistics and score cards for CSA Ranking, which determines shift bids, and we also use this to choose our Leads and Trainers. BMV Contact Center Performance Indicator / Score Card