Recorded Call Centre and Customer Experience Webinars

Recorded Webinar: The Best Ways to Design a Quality Scorecard

Published On: 6th Aug 2026 08:00

Quality Scorecards are used in a lot of contact centres, but they often fail to emulate best practice, ending up in a box ticking exercise.

In this webinar we look at the best ways to design a quality scorecard, so that you can change behaviours to improve the customer experience.

Topics Discussed

The right questions to ask on a quality scorecard
Using quality to change advisor behaviours
Avoiding quality becoming a box ticking exercise
How to improve calibration between advisors
The role of compliance
The importance of courtesy phrases
Percentage scoring vs pass fail scores vs traffic lights scoring
Using technology to automate the quality scoring process
Top tips from the audience

Panellists

Martin Jukes

Mpathy Plus

Reg Dutton

EvaluAgent

Jonty Pearce

Call Centre Helper

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