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How to best manage agent comments to their SCORECARDS...

  • 1.  How to best manage agent comments to their SCORECARDS...

    Posted 06-14-2022 15:50
    Good afternoon,

    Our smallish QA/QM team does scorecards for many agents each month.

    They can pull an ICBM SCORECARD SEARCH REPORT to see when agents sign off on the Score Cards, and if there are SIGNATURE COMMENTS.
    However, there is not a way in that report to see the comments or know when they need to respond to the agent comments.

    We are not getting many options from the vendor other than:

    "There are no reports/searches for the comments section at this time. Other clients have a business process in place, that the agent initiates a communication with the appropriate supervisor/manager that they need a follow up."

    How do other contact centers allow agents to enter Signature Comments that require future follow up?

    Thank you.
    Rich
    rbernstein@psecu.com



    #QualityManagement

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    Richard Bernstein
    Pennsylvania State Employees Credit Union
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