Call Center Agents – The 5 Easy Ways To Monitor Agents

Monitoring Call Center Agents

Call Center Agents – The 5 Easy Ways To Monitor Agents

The single best way to check how your call center agents are performing is to monitor them. That does not mean standing over them, watching them work. However, what it does mean is to check on their scoring based on various factors actively. As you have already found out, either from our previous articles, such

The single best way to check how your call center agents are performing is to monitor them. That does not mean standing over them, watching them work. However, what it does mean is to check on their scoring based on various factors actively.

As you have already found out, either from our previous articles, such as Scorecards For Call Centers or from your own experience, those factors can change from center to center. Although those factors can improve, you should not change how you monitor them. Again, as I have said in previous articles, there are many ways in which to keep scores. For this example, we are going to take a quick look at spreadsheets.

The Common Way To Monitor Agents

The apparent ease of monitoring agents through spreadsheets can be an enticing one for many managers and owners of call centers. This ease is what makes them so familiar. I will assume that the majority of people who are reading this article have had some experience with them. Therefore, I will not go into the details too much about how to use them.

What I will say about them is this: They are excellent in comparison to some other ways in which you can monitor agents. However, I would like to see if you feel the same by the end of this article.

How We Monitor Your Calls

Now, this is the section of the article that you have come to read. Therefore, we will get straight into it. Our system for monitoring your calls, as you have found out in previous articles, is through a mixture of voice analytics and human checking. This ratio is as a level that we have found to be the ideal. Therefore, we can give you accurate data for a vast amount of calls, in a short space of time. Not only can we cover a lot of data, but we also provide that data to you in a way that is far superior to spreadsheets.

For this example, I will show you the program that we have created to provide you with the best possible experience of monitoring an infinite number of agents and calls.

First of all, I would like you to take a look at what it is that we are reviewing:

In this image, you can see that there are a total number of 38 reviewed agents. Those agents handled 1,004 calls during the time frame, and all of them have been monitored and reviewed. Two hundred twenty-nine of which failed, and 186 bad calls. Here is a basic description of those terms:

Failed Calls

The reason for a failed call is client defined. They are marked as failed if a specific specified scorecard item gets missed, or if the score is below a set percentage parameter. For example, you may want to fail a call if there is no email address provided. The overall rating could still be 99% on a failed call, but if the primary objective of that call was to gain an email address, then it becomes a failed call. Or, you could fail the call if the score is less than a certain percentage no matter what the missed points are.

This ability gives you total control over what is a failed call. You may not want any, in which case, there would be none. On the other hand, a score of <99% to be a failed call.

Bad Calls

Our agents define the reason for a bad call. They are calls where our agents can not score them at all. The most common issues for a bad call are Audio Issues. – Audio problems are usually when the sound quality is too low even for humans to score. This issue can happen for various reasons, such as bad reception for the caller, etc.

Minutes

Minutes are as apparent as they sound. It is the total number of minutes reviewed during all calls. It includes failed calls and bad calls. However, bad calls may only be monitored for enough time to define them as a bad call. Therefore, it will not show the total time of the call, only the amount of minutes reviewed until it got identified as a bad call. Failed calls get monitored until the end of the call.

Average Score

The average score, again, is as evident as it sounds. It is the average score of all of the reviewed calls. However, it will not include bad calls, as there is nothing to score.

Pending

Pending is the number of calls that are pending a review.

Monitoring Agents On Those Calls

The information above is beneficial as an overview of what it is that you are having reviewed. It will show you changes in any of the sections for any comparison timeframes. As you can see, there were five agents added to the company data in the date range compared to the comparison dates chosen.

However, the question now lies with how do those scores get broken down into agents and scores?

Agent Ranking

Here we have a small snippet of the agent ranking section of the dashboard. This image is of a cumulative ranking for all of the agents in the clients base. Their average score is for the time selected. All of the examples that I show you in this article will be during the same timeframe.

Call center agents ranking

As you can see, it shows you the agent rankings in order of their total call scores. It also shows you if they have had an increase or decrease in performance from the compared timeframe.

The ability to see this information will give you more than an idea of how an agent is performing. It will show you exactly how they are doing. You can see that Courtney Galvan has had a 4.41% decrease in performance, while Tinmslisz has had a significant 6.61% increase in production.

You can instantly see that the increase in Tinmslisz’ performance could be due to the new coaching provided. Likewise, the decreases in Courtney Galvan’s performance could lead you to think that extra coaching may be required.

You can select the agent of whose data that you wish to examine with ease. From now on, I am going to show you the information that we have on Leanani Franks. 

Here you can see that at the same time, she took 56 calls, which is ten more than the comparison time. There were 693 minutes of her calls reviewed, and her average score has increased by 2.65%.

However, you may then want to know what points it is that she missed so that you can coach her to increase her score even more. On the other hand, you may want to see where she has improved so that you can see if focused coaching has had the required effect.

That is where this next section comes in:

Top Missed Points

Top missed points are a collective list of either an individual, as in this case, or you can view it call center-wide.

Here, it is clear to see that Leanani has gained more information in two areas, and collected less in another. As I have already said, this gives great insight into where an agent is doing well, and also where they seem to be struggling. You can also see this data as a call center-wide chart, which will show you if there is something more widespread, or if it is an agent in particular.

Call Review

After you have seen the areas in which an agent is struggling, you can go into individual calls and find individual missed points. Here is an overview of one of her calls that she had missed points:

As you can see, it gives you an overall score on that individual call. Not only that, in the next image, it shows you missed points, and where on the timeline they were lost.

Here you can see that Leanani missed the street address and start date.

If there is a dispute about whether those points were missed or not, you can skip directly to the indicated time. Or, you can listen to the whole call.

Call Center Agents – The Right Way To Monitor Agents – Conclusion

This article was just a snippet of how we can monitor agents and calls. There will be more information on the following articles, so be sure to keep an eye on our blog post page to see them as they get published.

However, I think that you have already seen some of the benefits of our system over any other method. That includes ones you may have seen before, such as spreadsheets. There is a lot of information regarding the QA of your call center in just these few images, and there is a lot more to come. Getting the quality analysis of your call center correct can make an enormous difference in your ability to coach individuals who are in need. Likewise, it can give you the ability to see who requires a reward based on their performance.