How to create a support center scorecard

1. AGENT SCORECARD THE KEY TO SUCCESS AS A WORLD CLASS HELP DESK Bob Barnes Global Head Technology Services Celgene

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

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.