As much as you and your agents understand what behaviors are expected to make a successful call center, you should also understand that measuring and monitoring performance go hand in hand. This means that after you have a customer scorecard for your agents, you should gather the performance data and make the necessary analysis to get a clear picture of the actual performance against the set scorecard. Call Centre QA service providers like Call Criteria listen to your agents as they interact with the customers to provide actionable feedback on their performance.
The next move is to ensure the following principles form the foundation of your measurement and monitoring plan;
Key performance indicators (KPIs) are measurable, monitorable, and visible signs that a task has been achieved or not. KPIs are one of the most powerful performance management tools for growing your call center when properly used. KPIs should be closely linked to your top-level goals as stipulated in your performance management system. For example, if one of your top goals is to improve the quality of customer services, the KPIs measured may include:
Now that you know what to measure, which tools will you use? For example, Call Criteria, a 3rd part QA service provider, will present real-time feedback on agent performance using custom scorecards. These reports can be accessed conveniently from a user-friendly dashboard and can also be integrated into existing CRM.
While the achievements of some goals may be measured monthly and quarterly, others may require daily monitoring.
Although measuring current performance at the call center yields its fair share of benefits, it’s not a cost-free affair. You also need to consider how much money you will need, the materials required, and the people to help.
As a manager, you probably know that it’s impossible to get everything done on your own- at least not efficiently. Therefore, it is advisable to assign the measurement and monitoring process to experienced analysts to ensure everyone is applying their strengths where returns are likely to be highest. What’s more, when you outsource your call center performance management to a dedicated team like Call Criteria, you can always focus on your core objectives with the knowledge that experts measure and monitor your agents’ performance.
At the end of the day, measuring your call center performance is only meaningful if you measure against a set of standards. But more importantly, you must understand why you measure the metrics that you have set. How do they connect to your bottom line? How do they contribute to your agents’ long-term plans?