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:

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