Six Keys to Using Scorecards to Measure BPO and Contact Center Effectiveness

Practice Makes Perfect Scorecards – The Scorecard Series

Operational scorecards are a standard method for reporting productivity and effectiveness for BPOs and captive contact centers. Most organizations set up scorecards to measure operational effectiveness and to ensure accountability. A good BPO scorecard will align closely with the client’s key performance indicators like average handle time and conversion rates as well as internal revenue generating goals like retention and staffing demands. The keys to utilizing a scorecard as a performance, training, coaching, and accountability tool are:

• Client calibration – Build a strong framework for your internal scorecard by adopting metrics that correlate with the client’s operational objectives for the outsourced program.
• Goal setting – Metrics without goals are just numbers. Contact center employees at all levels must comprehend how the metric is achieved and what actions they can take to move toward the desired goal. The goals will often be driven directly from the client’s requirements and the company’s strategy for profitability on a given project.
• Agility – The most effective scorecards are those that are fluid, living documents. What is important to the client today may not matter as much, or at all, tomorrow. Make sure that your scorecard administration is nimble and accommodating to the client’s needs. Remind employees that the scorecard is the pulse of their performance during one moment in time.
• Data integrity – Define each metric so that everyone working on the program, whether it be the front line, quality, IT, or HR, is speaking the same language. Develop sound formulas for calculating goal achievement and train your teams on metric definitions as well as just how each metric ties to the program’s success.
• Performance to goal tracking – Although a scorecard is the pulse of performance during one moment in time, scorecard performance over time should indicate an employee’s overall effectiveness. Establish week over week scorecard performance trending for every employee, supervisor, manager and team to drive accountability, identify training gaps, and support strong process improvement.
• Scorecard delivery – To effectually drive the highest level of performance, scorecards should be delivered frequently and with predictability. Most organizations deliver scorecards at least once a month, but those that deliver them more frequently are able to deliver early intervention for low performance.

Having a scorecard that outlines key criteria and is delivered with predictability is only step one to driving performance. The scorecard is a microscope used to detect coaching, training, and process improvement opportunities. If used properly this tool and the corresponding actions will ultimately lead to performance that creates a greater probability of organic growth.

This is the first of three short features on scorecards. Part two will aim to outline scorecard metrics for BPO HR and recruiting teams. Part three will tackle metrics for the rest of the BPO support functions. Stay tuned.

Stacy Spradling is VP Human Resources at Radius Global Solutions. She has spent the last 15 plus years studying human behavior, researching generational diversity, working as a respected human resource leader, employee relations consultant, and call center talent acquisition expert. She is an authority on employee engagement, coaching, development and employee retention. Her career also includes extensive experience in system integration, acquisitions, call center management, leadership, compensation, benefits and compliance.