Automated scorecards are when the software is installed and it listens to each call that goes through the call center. It is programmed to pick up on specific words, phrases or if there any silences. The agent's score might get docked points if they didn’t correctly greet the customer with the company script, took too long to respond, etc.

Pros : Automated scorecards pick up on trends based on agent performances making the metrics easily comparable. This type of scorecard saves managers a lot of time because a robot is essentially performing the job they would if they used a manual scorecard.

Cons: Since a robot cannot make logical decisions, automated scorecards are less accurate. Single handly using automated scorecards to measure agent performances can lead to a decrease in employee morale. Agents will strive to get the highest score rather than putting the customer's needs first.

To get the most accurate score for your agents it is suggested to use both manual and automated scorecards. A great way to utilize both scorecards efficiently is to use the automated scorecard to pick up on trends and then manually take a look at the top performers and the low performers. Those with next to perfect scores every time might have perfected the script and robotically repeat it on every customer call regardless of the customer's needs. Those with low scores might be addressing the customer's needs and getting docked points for not strictly following the script. For example, if a customer calls and begins the conversation stating their issue in their introduction before you have even had a chance to speak (which is fairly common), you wouldn’t then reply with a script asking them their problem. That wastes both party's time and the agent shouldn't be penalized for humanizing the caller's experience by drifting from the company script to appropriately accommodate the caller.