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    February 11, 2021

    Call Center Coaching Session Dashboard for Performance Analysis

    As you have seen throughout previous articles, and probably in your own experiences, coaching is the best way to improve the performance of an agent, or a group of agents.

    However, looking at a scorecard every day, or per call, can become pretty challenging to do for all of your agents, and especially challenging to try and formulate plans based on those criteria.

    Therefore, here at Call Criteria, we have created a Coaching Session Dashboard where you have even more options available to you than on the coaching queue.

    Coaching Session Dashboard

    As you will have seen in our coaching queue article, we developed a strategy that allowed you to see how many points were missed per agent or team through a section on the main dashboard.

    That has proven to be a huge success in allowing customers to see what items of scorecards missed, and what percentage of time they were not hit.

    We then introduced immediate response notifications so that agents, supervisors, and calibrators could raise notifications based on specific points that needed addressing.

    Keeping track of coaching notifications, and having the requirement to close those messages has given an extra level of coaching ability to everyone using our software.

    However, we have decided to take the knowledge gained and the insights to create a new way of coaching. That comes in the form of our coaching session dashboard.

    While there is limited data available on the Demo dashboard, take a look at the data that you can see in the screenshot below:
    Here, in the table view, we will go through each of the sections that you can see:

    • Scorecard. – If you have more than one scorecard for your call center, you will be able to select the data that you view by the specific scorecard.
    • Period. – Now you can select the time frame you want to see the data for that scorecard.
    • By Day/By Week/By Month. – In the image above, the data is selected by day view. That is because it is a limited account, and does not have a vast amount of data on it. However, you can choose to see % missed for the week or month.
    • New Session. – We will go into the sessions in a little while.
    • By Missed Points / By Agents. – Select between the items missed, such as Active listening, Empathy, Interruptions, etc., Or by agents. We will go into that in detail in a little while.
    • Table/Chart View. – The view that you see in the image above is the table view. We will also look into the chart view later.

    Scorecards

    Many companies have different scorecards that they need to work to. Having the option to coach on those cards specifically will enable you to improve performance based on real results accurately.

    There may be agents that remember points while on some of their older scorecards, but forget them on the newer ones they have added.

    You can easily select to see the data between each scorecard through the dropdown menu:

    Here in the Demo account, you can see that there are five scorecards to choose from. However, you can add as many cards as you require for your company.

    Period

    The period selection tool allows you to click to select dates that you want to view data.

    Therefore, if you only want to look at the data from one month, you can choose that. Alternatively, if you would like to view data ranging for six months or more, it is easy to select that too:

    By Day/By Week/By Month

    In the initial image in this article, you saw that I sorted the columns on the right by day.

    However, if you would like an overview of a week or month, click on the selection.

    Take another look at the image at the beginning; you will see that the point at the top of the list; Active listening was missed 11% of the time in total on the 17th of December, 14% on the 18th, and then it has not been missed since then.

    Using that data, you know that people were actively listening more on Thursday and Friday of that week.

    Or, perhaps you had an agent on holiday those days, and it is them that often do not actively listen.

    There are two ways in which you can view the main dashboard. They are:

    • Missed Points
    • Agents

    Data By Headers – Missed Points

    As you have already seen, the image above is sorting the data by missed points. Within the scorecard that we are looking at, there are 22 points on which they score calls.

    Looking back at that same data, you will see that you can sort the information by any of the grey headers. For this section, we will look at the top 5 points for each of those headers:

    As we have selected missed points, it will show all of the points on the scorecard in alphabetical order. This view is useful for an overview of everything in general while the rest of the headers are also sortable.

    Section

    Many call centers have their scorecards set into sections, such as the two that you see above.

    However, there are often many more sections into which those points can get grouped.

    Having the ability to view data for those sections allows you to focus on individual performance sectors that are important, such as customer experience or compliance.

    Total Calls

    Sometimes, not all points are in one call. That is one of the many benefits of our dynamic scorecard system.

    Why ask a question that doesn’t need an answer?

    Well, with our total call column in the Coaching Session Dashboard, you can also sort the data by the number of calls that required a specific point.

    For example:

    As you can see in the image above, for this client, there were three appointment points.

    You can also see that 27 calls required the setting of appointments, but only 22 of them needed summary and accuracy for appointment setting.

    On the other hand, however, 62 calls were requiring an introduction.

    Therefore, you can check the statistics for either the standard, required points, or the least common questions.

    Missed Points

    Alternatively, you can sort the data by how many times an agent lost a point or by the percentage of time is it missed.

    Those two points are not the same, as it depends on the number of calls that required that question or statement.

    So, if we sort the data by missed points, you will see something like this:

    As you can see in the image above, the Last Contact Summary and Appointment Set Summary are both 50% missed.

    However, the Last Call Summary has 20 more missed points than the appointment set, because the total number of calls is higher.

    Having this ability will allow you to focus on individual points that are more problematic than the others.

    Dates

    If you seem to have some days that are worse than others, you can sort the data by a specific date. Therefore, you can see the most or least missed points on certain days, weeks, or months.

    So, on the 19th of December, the Appointment Set Accuracy was the highest missed percentage of all points.

    This view allows you to target your group coaching for specific points, as it is possible that the agents, as a whole, do not understand the requirements of regularly missed points. (Perhaps you have agency cover on certain days.)

    Chart View

    All of the information so far is also available in a bar chart form, too. We all know that some people are number orientated, and others who are visually orientated.

    Therefore, we have created the software to show both:

    Because the information takes up so much more space in the bar chart view, you will have to select the missed points that you want to view.

    However, you can select up to eight points at any one time. And, as you are rarely comparing one point to another, you are unlikely to need many more than that.

    By Agent

    While seeing the scores of your call center by missed points helps you to understand the issues at hand as a whole, you may want to dive into the specifics a little bit more and find out exactly why they missed them.

    To do that, you need to know who it is that misses them.

    Now you can see that Hafsa missed the Recorded Line statement, the Purpose of the Call, the Last Contact Summary, and the Appointment Set Summary 100% of the time.

    You can sort all of the data by all of the headers in the grey section too.

    Doing that will show that Diana and Hafsa have both missed the recorded line statement every time they should have said it.

    That leads us nicely to the New Session button.

    Coaching Dashboard – New Session

    After clicking the “New Session” button, you will see the following:

    Name your coaching session, whatever you like. If you only plan to coach one person, you could use the date and the person’s name.

    If you plan to coach a team, name it the group. Or whatever you like, so long as you remember what the session is for.
    Now you have the option to choose coaching by either agent score or missed point. Either way, you will have to select the agent that you want to coach.

    Using the dropdown menu for missed points, you will see a list of all of the points that are associated with the scorecard you initially selected:

    As you can see, <25% will show as Green, and >25% will be Orange, up to 60% when it turns Red. Use this as a guide to see what you need to coach for.

    Therefore, in this example, I will use “Previous EA Follow-up“.

    On the next screen, you have the option to choose the agents that you would like to coach in this session:

    Using the checkboxes you can select up to eight agents that you want in this training session.

    There may only be one person that you would like to coach or a whole team.

    However, the score shown next to their names here is the score for the specific point that you have selected in the previous step.

    For this example, I will select Apolinar and Alexis,

    Progress

    Insert the target date and scores for individual agents. Next, click “create a session.” You will then see a screen like this:

    The view that you have now will change based on the agents’ scores every time they take a call that requires “Previous EA Follow-up“.

    It will allow you to see if those agents are going to hit the goals that you have set within the time frame you have provided by the use of the graph, and sliding scale.

    Alternatively, you can choose group sessions based on the average score of those agents. You will then see data shown for the past time frame with an indication of if the agents have/will pass.

    I have to use a different example here, as the data has to have collected, real information in it.

    Targeted Coaching Reviews

    Extended time-frames will allow periodic checks and reviews to provide focused coaching based on visible data.

    For example, you can give a reward to Coleman, and additional coaching to Odeliabroehl, and Corrie does not need any action as they have not had any calls that require a change on that specific point.

    Alternatively, you can remove Ocoleman from the session, giving the agent some instant satisfaction due to their increased score.

    In turn, that will let you focus on the other agents with pinpoint accuracy and less wasted time.

    If you have agents that are meeting the required standard quickly, you also have the option to change their goals accordingly while they are in the training session:

    Notes

    Throughout the whole coaching session, as you see from the image above, you have the option to add notes to the session by an individual agent:

    There is no limit to the number of notes that you write.

    Therefore, you can provide feedback each day, week, or month to show the progress.

    Session History

    Having a session history allows you further insights into the ability of the coaching sessions.

    The next image only shows the data that I have inserted for today, but this will continue for every day that the session is running:

    I have edited out the last names, IP addresses, and who wrote the history for data protection.

    However, when you use the dashboard, they will be visible so that you can see the editors.

    Conclusion

    As you can see, there are a lot of things that you can do with the coaching session dashboard. Explaining it on non-existent data is not the easiest.

    However, it is a straightforward way of compiling all of the data for your coaching requirements into an all-inclusive, easy-to-use dashboard.

    We have known clients to use their methods for tracking coaching, and that is what Call Criteria would like to move away from.

    One of the most significant disadvantages of utilizing your methods for tracking is inconsistency.

    Whereas, if you have a set-out, all-involved program that shows everything that you require when you need it, you will have full visibility, all of the time.

    If you would like a more in-depth view of how the coaching session dashboard and how can help your business, please feel free to contact us here.