This article will guide you through creating and managing soft skills scorecards in Smart Role, a new feature designed to enhance the customization of training scenarios. Soft skills scorecards allow you to assess agents’ competencies across multiple dimensions tailored to your organization’s needs.
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Step-by-Step Guide
1. Accessing the Soft Skills Scorecards Menu
To get started, navigate to the Soft Skills Scorecards menu within Smart Role. Here, you will find options to create and manage different collections of soft skills that can be grouped into customized scorecards.
2. Defining Soft Skills
Before creating a scorecard, you must define the soft skills you wish to evaluate. Smart Role provides a default set of soft skills, but you can also create custom ones that align with your specific needs.
To create or modify soft skills:
- Go to the Soft Skills menu.
- Select either an existing skill to modify or click on Add New Skill to create a custom soft skill.
- Define the skill parameters and criteria for evaluation, such as communication clarity, empathy, or problem-solving.
3. Creating a Scorecard
Once you have defined the soft skills, you can create a scorecard tailored to different scenarios or teams.
To create a scorecard:
- Go to the Scorecards menu and click on Create Scorecard.
- Name your scorecard to reflect its purpose (e.g., “Onboarding Scorecard,” “German Team Scorecard,” or “Brand X Training”).
- You will see a list of all available soft skills in your account.
- Select the soft skills you want to include in the scorecard by checking the boxes next to them.
4. Adding or Modifying Skills in a Scorecard
You can easily add or remove skills from a scorecard at any time, allowing you to adjust the focus of your evaluations as needed.
To add or remove skills:
- Open the scorecard you want to modify.
- Click on the Edit button.
- Check or uncheck the soft skills you want to include or exclude from the scorecard.
- Click Save to apply your changes.
5. Using Scorecards in Training Scenarios
Once your scorecard is created, you can apply it to various training scenarios or groups of scenarios, providing a consistent framework for evaluating soft skills across different training modules.
To assign a scorecard to a scenario:
- Go to the Scenarios menu.
- Select the scenario or group of scenarios you want to assign the scorecard to.
- In the scenario settings, select the desired scorecard from the dropdown menu under Evaluation Settings.
6. Monitoring and Adjusting Scorecards
You can monitor the effectiveness of your scorecards by reviewing agent performance data and making adjustments as necessary to improve training outcomes.
To review performance data:
- Go to the Reports menu.
- Select the scorecard you want to review.
- Analyze the performance data to identify trends, strengths, and areas for improvement.
Benefits of Using Soft Skills Scorecards
- Customization: Tailor the evaluation criteria to fit specific team needs, training phases, or customer requirements.
- Flexibility: Easily modify scorecards and soft skills to adapt to changing business needs.
- Consistency: Standardize training evaluations across different scenarios, ensuring fair and comprehensive assessments.
By leveraging the new scorecards feature, you can create a more personalized and effective training experience for your customer support teams, driving higher performance and satisfaction.
For further assistance, please reach out to our support team.