Scorecards Barnes

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How to create a support center scorecard

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  • Hi Bob, excellent article and set of slides.
    I was wondering how successful you were in implementing this and also is there any detail that you may be able to let me have that details the criteria you used around the 8 agent operating principles / competencies.
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  • Created 2/6/06, Revised 10/17/06
  • Created 2/6/06, Revised 10/17/06
  • Created 2/6/06, Revised 10/17/06
  • Created 2/6/06, Revised 10/17/06
  • Created 2/6/06, Revised 10/17/06
  • Created 2/6/06, Revised 10/17/06
  • Created 2/6/06, Revised 10/17/06
  • Scorecards Barnes

    1. 1. AGENT SCORECARD THE KEY TO SUCCESS AS A WORLD CLASS HELP DESK Bob Barnes Global Head Technology Services Celgene
    2. 2. Service Desk Overall Goal/ Vision = World Class Help Desk <ul><li>Qualities of a World Class Help Desk </li></ul><ul><ul><li>Handling Customers in a Standardized manner-presenting one face. </li></ul></ul><ul><ul><li>Well documented Calls/Incidents in accordance with the Incident Management process. </li></ul></ul><ul><ul><li>Servicing the Customer & Resolving on the First Call whenever possible. </li></ul></ul><ul><ul><li>Following KCS practices </li></ul></ul><ul><ul><ul><li>24x7 department staffed to accept call volume in a timely manner. </li></ul></ul></ul><ul><ul><ul><li>Consistently provide exceptional Customer Service. </li></ul></ul></ul>
    3. 3. Agent Assessments are performed individually to ensure that the qualities of a World Class Help Desk are maintained. Service Desk Agent Scorecard Measurements <ul><li>Scorecard Components: </li></ul><ul><ul><li>NICE Evaluations </li></ul></ul><ul><ul><li>Schedule Adherence </li></ul></ul><ul><ul><li>First Call Resolution </li></ul></ul><ul><ul><li>Customer Satisfaction </li></ul></ul><ul><ul><li>Operating Principles/Competencies </li></ul></ul><ul><ul><li>Service Level </li></ul></ul>
    4. 4. Your Agent Assessment reflects the same Service Desk Team qualities that will ensure our success as a World Class Helpdesk. When you score well, we all benefit as a Team! Qualities of a World Class Help Desk Scorecard Component Team / Agent Alignment Handling Customers in a Standardized manner - presenting one face. Call Recording   Well documented Calls - Incidents in accordance with the Incident Management process. Call Recording   Servicing the Customer & Resolving on the Call whenever possible. FCR   24x7 department staffed to accept call volume in a timely manner. Schedule Adherence & Service Level Consistently provide exceptional Customer Service. Customer Surveys  
    5. 5. <ul><li>The Service Desk Agent Scorecard provides a snapshot of the Agent’s performance based on Operating PrinciplesGoals and Competencies, and is distributed to the Agents monthly by the Supervisor. </li></ul><ul><li>Goals and Operating Principles/Competencies: </li></ul><ul><ul><li>Tie directly into the goals of Supervisors, Managers, and eventually the department as a whole. </li></ul></ul><ul><ul><li>Used for Semi-Annual and Annual reviews. </li></ul></ul><ul><li>Combined Goals account for 75% of the Scorecard: </li></ul><ul><li>Individual Goals: Team Goals: </li></ul><ul><li>NICE Evaluations Customer Satisfaction </li></ul><ul><li>First Call Resolution Schedule Adherence </li></ul><ul><li>SLA’s </li></ul><ul><li>Combined Operating Principles/Competencies account for 25% of the Scorecard and are weighted equally: </li></ul><ul><li>Create a Winning Culture Lead by Example </li></ul><ul><li>Treat Everyone with Respect & Dignity Make a Difference in the Customer Experience </li></ul><ul><li>Act with Integrity Communication </li></ul><ul><li>Contribute to Team Success Technical Acumen </li></ul>
    6. 6. <ul><li>There are 8 Agent operating principles/competencies. Guidelines are available for each competency that describe the criteria to determine a Exceed, Meets or Needs rating . </li></ul><ul><li>A score is assigned for each Operating Principle/Competency by the agent’s Supervisor using a point scale of 1 through 5, which equates to a “Needs Improvement”, “Meets”, or “Exceeds” rating. </li></ul><ul><li>The Operating Principle/Competency component accounts for 25% of the Overall Scorecard (each principle/competency contributes 12.5% to the Competency component) </li></ul><ul><li>This chart shows the point scale number and its corresponding rating. </li></ul>1 Needs Improvement 2 Low Meets Expectations 3 Meets Expectations 4 High Meets Expectations 5 Exceeds Expectations
    7. 7. <ul><li>Service Desk First Call Resolution (FCR) is based on total number of Call Records opened in IM by the Service Desk that do not become an Incident (i.e., assigned to a 2 nd level resolver.) </li></ul><ul><li>The FCR score appearing on the Scorecard is determined by calculating the Service Desk Actual FCR for the month and applying it to the scale below. The scale is based on Service Desk FCR goals for the year. </li></ul><ul><ul><li>This is a team score shared by all agents. </li></ul></ul><ul><ul><li>The FCR component accounts for 11.25% of the Overall Scorecard (15% of the Goals section of the scorecard). </li></ul></ul><ul><li>This chart details the Service Desk SLA, the range of scores and their corresponding rating. </li></ul>SLA GOAL RATING SCORE 1 = Needs Improvement < 65.00% Q1 = 75% 2 = Low Meets Expectations 65.00 – 69.99% Q2 = 75% 3 = Meets Expectations 70.00 – 74.99% Q3 = 75% 4 = High Meets Expectations 75.00 – 79.99% Q4 = 75% 5 = Exceeds Expectations >= 80.00%
    8. 8. <ul><li>The Customer Satisfaction score appearing on the Scorecard is the result of the Service Desk Customer Satisfaction Survey score for the month. </li></ul><ul><ul><ul><li>The Service Desk percentage score is based upon the Overall Satisfied Mean of all survey responses for that month. The percentage score is applied to the scale below (which is based on Annual goals). </li></ul></ul></ul><ul><ul><ul><li>This is a shared score by all agents. </li></ul></ul></ul><ul><ul><ul><li>The Customer Satisfaction component accounts for 7.5% of the Overall Scorecard (10% of the Goals section of the scorecard) </li></ul></ul></ul><ul><li>This chart details the range of scores and their corresponding rating. </li></ul>SLA GOAL RATING SCORE 1 = Needs Improvement < 86.00% 2 = Low Meets Expectations 86.00 – 89.99% 91% 3 = Meets Expectations 90.00 – 92.99% 4 = High Meets Expectations 93.00 – 95.99% 5 = Exceeds Expectations >= 96.00%
    9. 9. <ul><li>The Call Recording score appearing on the Scorecard is calculated using all evaluation scores performed in that month. </li></ul><ul><li>Call Evaluation Summary - (sum of “YES” responses for all evaluations in the scorecard month divided by all possible“YES” responses). </li></ul><ul><ul><li>ALL EVALUATIONS MUST BE COMPLETED BY END OF DAY ON THE LAST DAY OF EACH MONTH . </li></ul></ul><ul><li>The recording review component accounts for 37.5% of the Overall Scorecard ( 50% of the Goals section of the scorecard). </li></ul><ul><li>This chart details the range of scores and their corresponding rating. </li></ul>RATING SCORE 1 = Needs Improvement <88.00% 2 = Low Meets Expectations 88.00 – 90.99% 3 = Meets Expectations 91.00 – 94.99% 4 = High Meets Expectations 95.00 – 98.00% 5 = Exceeds Expectations >= 98.01%
    10. 10. <ul><li>Service level is calculated by the percentage of calls answered within the goal. The agent score directly corresponds to the overall service level of the individual region. </li></ul><ul><li>The agent score directly corresponds to the overall service level of the individual region and applying it to the scale below. </li></ul><ul><ul><li>The scale is based on Service Level goals. </li></ul></ul><ul><li>The Service Level component accounts for 7.5% of the Overall Scorecard (10% of the Goals section of the scorecard). </li></ul><ul><li>This chart details the range of scores and their corresponding rating. </li></ul>SLA GOAL RATING SCORE 1 = Needs Improvement >78% 2 = Low Meets Expectations 78.00% – 79.99% 80% in 20 seconds 3 = Meets Expectations 80.00% - 80.99% 4 = High Meets Expectations 81.00% – 81.99% 5 = Exceeds Expectations >= 82.00%
    11. 11. <ul><li>Schedule Adherence is defined as how well the Agent follows their official schedule. The schedule includes stop and start times (logging on and off the phone), lunch and breaks. </li></ul><ul><li>ALL SCHEDULE EXCEPTIONS MUST BE APPROVED AND IN PLACE BY END OF DAY ON THE 2 ND BUSINESS DAY AFTER MONTH-END. </li></ul><ul><ul><li>The agent’s monthly score is applied to the scale below to determine the rating. </li></ul></ul><ul><ul><li>The Schedule Adherence component accounts for 11.25% of the Overall Scorecard (15% of the Goals section of the scorecard) </li></ul></ul><ul><li>This chart details the 5 different ranges of availability and their related score. </li></ul>RATING SCORE 1 = Needs Improvement < 95.00% 2 = Low Meets Expectations 95.00 – 95.99% 3 = Meets Expectations 96.00 – 97.99% 4 = High Meets Expectations 98.00 – 98.99% 5 = Exceeds Expectations >= 99.00%
    12. 12.
    13. 13. <ul><li>Each Operating Principle/Competency is worth a possible 5 points (rating from 1 to 5): </li></ul><ul><li>The MTD Score number represents the 1 – 5 rating earned for the month being evaluated. YTD Score is the cumulative average score for the previous months of the anniversary year. </li></ul><ul><li>A percentage is calculated for each employee competency by taking the 1-5 rating earned dividing it by the possible rating of 5 (example: Integrity, 4 / 5 = .8 or 80%). The resulting percentages for the individual operating principles/competencies are not shown on the scorecard, but are used to calculate the MTD Weighted Operating Principle/Competency Score at the far right above. </li></ul><ul><li>Each operating principle/competency is weighted equally in this section (12.5%). To arrive at the MTD Weighted Operating Principle/Competency Score the percentages calculated are added together and averaged (divided by 8). </li></ul><ul><li>The YTD Weighted Operating Principle/Competency Score is the cumulative average score within the review period. </li></ul>
    14. 14. Agent Goals <ul><li>Each Goal is worth a possible 5 points (rating from 1 to 5). </li></ul><ul><li>The MTD number represents the 1 – 5 rating earned for the month being evaluated. YTD score is the cumulative average score for the previous months of the anniversary year. </li></ul><ul><li>A percentage is calculated for each employee goal by taking the 1-5 rating earned, dividing it by the possible rating of 5 and multiplying that by the MTD Weight (example: FCR, 3/5 x 15% = .09 or 9%). The final percentages for the individual goals are not shown on the scorecard, however, they are used to calculate the MTD Weighted “Employee Goals” Score (the score at the far right in the above example). </li></ul><ul><li>Each goal is weighted differently in this section ((MTD weight), making it necessary to include the MTD Weight in the calculation of each individual goal. To arrive at the MTD Weighted “Employee Goals” Score, the percentages calculated are added together. </li></ul><ul><li>The YTD Weighted “Employee Goals” Score is the cumulative average score within the review period. </li></ul>
    15. 15. Overall Scores <ul><li>The Employee Operating Principles/Competencies is equal to 25% of the agents overall score and the Employee Goals section 75%. </li></ul><ul><li>The current month’s overall Weighted Operating Principle/Competency Score is calculated by multiplying the MTD Weighted Score by 25%. The overall Weighted “Employee Goals” Score is calculated by multiplying the MTD Weighted Score by 75% (95% x 25% = 23.8% and 76% x 75% = 57%). </li></ul><ul><li>The current month’s Total Agent Score is the sum of the current month’s overall Weighted Operating Principle/Competency Score and the overall Weighted “Employee Goals” Score (above 23.8% + 57% = 80.8%). The agent’s overall score can then be compared to the Service Desk Average. </li></ul><ul><li>The YTD Total Agent Scores are calculated in the same manner using the YTD scores. </li></ul>
    16. 16. The Scorecard contains an overall bell curve to illustrate how the Service Desk Average was determined. The Service Desk Average on each individual Agent Scorecard represents the average for the entire region.
    17. 17. <ul><li>There are also bell curves for each individual site so the sites can determine how they compare to the average for the entire region. </li></ul>
    18. 18. <ul><li>On a Monthly basis </li></ul><ul><ul><li>Scorecards are distributed to each Agent by his/her Supervisor. Distribution is by calendar month, not based on exact hire date. </li></ul></ul><ul><ul><li>Agents will become eligible to receive a scorecard once they have received evaluations for 3 months. The first scorecard will contain scores for data gathered during the 3 rd month. </li></ul></ul><ul><li>Items Discussed </li></ul><ul><ul><li>Monthly Scorecard. </li></ul></ul><ul><li>Meetings </li></ul><ul><ul><li>Agents in the Needs Improvement range will have meetings scheduled with their Supervisor to review the areas in need of improvement. </li></ul></ul>
    19. 19. <ul><li>On a Semi-Annual basis </li></ul><ul><ul><li>Scorecards are reviewed with each Agent by his/her Supervisor. </li></ul></ul><ul><li>Items Discussed </li></ul><ul><ul><li>6 Scorecards from the previous 2 quarters (1/2 year). </li></ul></ul><ul><ul><li>Performance Summary sheet </li></ul></ul><ul><ul><ul><li>Performance Summary sheet illustrates all monthly scores for each goal and competency on one page. </li></ul></ul></ul><ul><li>Meetings </li></ul><ul><ul><li>Agents will have meetings scheduled with their Supervisor to review the 6 Scorecards from the previous 2 quarters (1/2 year). </li></ul></ul><ul><ul><ul><li>The Semi-Annual review is meant to serve as a standard touch point for the Agent and Supervisor to provide one-on-one feedback. </li></ul></ul></ul><ul><ul><ul><li>Agents can use the YTD scores as an indicator of their cumulative performance, as the annual review date approaches. </li></ul></ul></ul>
    20. 20. <ul><li>On an Annual basis </li></ul><ul><li>Agents receive an Annual review based on their date of hire. The agent’s review period is maintained in the Scorecard db and appears on the Performance Summary sheet, indicating when the annual review is due. </li></ul><ul><li>Items Discussed </li></ul><ul><li>6 Scorecards from the remaining quarters (6 months) </li></ul><ul><ul><li>Performance Summary sheet </li></ul></ul><ul><ul><ul><li>Performance Summary sheet illustrates all monthly scores for each goal and competency on one page. </li></ul></ul></ul><ul><li>Meetings </li></ul><ul><li>Agents will have meetings scheduled with their Supervisor to review the 6 Scorecards from the remaining 2 quarters, as well as the Performance Summary Sheet showing their scores for the entire year. </li></ul>
    21. 21.
    22. 22. <ul><li>Monthly global meeting </li></ul><ul><li>Review each region </li></ul><ul><li>Discuss performances and challenges </li></ul><ul><li>Action items assigned </li></ul><ul><li>Tracking </li></ul>

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