Your highest-scoring scorecard. Agents solve the resident's problem on nearly every call and stay calm doing it. The points being left on the table are soft skills and the close, and two of the lowest-scoring questions are written in a way that makes them nearly impossible to earn.
Resident calls are handled competently. An accurate solution is provided on 94% of calls, callers are allowed to finish without interruption on 99%, and language is calm, respectful, and jargon-free on 99%. Clarifying questions are asked on 68%. That is a team that knows how to fix things.
Six questions account for almost all of the lost points, and they split into two groups: three soft-skill behaviors that are genuinely coachable (empathy, explaining follow-up, enthusiasm), and three questions whose wording penalizes agents who did the right thing (two compound "AND" questions, and one that sets an unrealistic bar).
Questions are worth 7 points each, except the two resolution questions at 8.
Percent of calls where the agent received credit. Hover any row for the exact question wording.
The same agents earn the Cold Lead version of "professional close and/or thank the caller" on 90% of calls. The Resident version, which requires both a thank-you and "anything else?", is earned on 4%. The behavior isn't different; the wording is.
Coach the full close ("Anything else I can help with? Thanks for calling.") but grade the outcome, not the sentence structure.
In student housing the caller is often a parent or guarantor who gives the student's name, not a unit number. Agents routinely identify the account and are marked No.
A full restatement is rare on any call center floor. Confirming understanding is the behavior that matters and is already happening on many calls that are marked No.
Three behaviors, each worth 7 to 8 points, each currently under 30%.
After resolving or escalating, state the next contact: "Maintenance will text you when they're on the way." "I'll have the manager call you by end of day." Most resident calls end with the problem handled but the resident unsure what happens next.
One sentence before the fix: "I understand, that's frustrating." Agents move straight to the solution, which is efficient but reads as indifferent on the hardest calls, especially with parents.
"Happy to help with that." "Great question." The calm tone agents already have is an asset; adding warmth turns a competent call into a good one and is the easiest of the three to coach.
Tightest distribution of the three scorecards; most calls land between 40 and 70.
Nearly flat across durations, which is what you'd expect from a well-fitting service scorecard.
Coaching targets for the soft-skill behaviors plus realistic rates on the three reworded questions.