Before you start to measure and monitor your call center performance, it is essential to ensure that you have an effective performance management model in place. Why? Because the performance management system will provide a precise definition of expected behaviors at the call center and the end goal for these stipulated expectations.
Planning to Measure Current performance in Your Call Centre?Think of it like going to the doctor for a diagnosis. The doctor will have a specific definition of what is healthy or not. For example, what are the safe blood sugar levels or what’s a normal temperature? These definitions ensure both you and the doctor are on the same page on what’s healthy and what’s not. Similarly, to avoid ambiguity in your call center on what performance is expected, you need to develop a clear definition of what is healthy or rather a gold standard for performance. For example,
- Here’s what we want to see
- Here’s our description of good performance
- Here’s an example of what it sounds like when a call is done right
- These are the behaviors we want
The benefits of measuring performance for both the managers and agents;
- When you measure current performance, you get to show that you are doing an excellent job as a contact center.
- By measuring performance, you can tell the difference between underachievement and outstanding performance, between successful and unsuccessful execution.
- When you understand the difference between underachievement and exceptional performance, you can recognize and reward the overachievers while correcting and developing the underachievers.
- When the right people are rewarded and given the necessary support required, motivation, and satisfaction at the contact center peak.
- Managers who measure current performance can see where they should improve the work of their team.
Benefits of Measuring Performance to Your Call Center
- The performance management system and the process of measuring current performance will support your organization’s strategy and achievement of goals.
- By monitoring performance at the call center, you can see whether you will achieve your set goals.
- Measuring performance provides a benchmark for further development and adjustment of the performance management system and future targets.
5 Important Elements of Measuring & Monitoring Current Performance at The Call CenterAs much as you have your expectations defined, you should also understand that measuring current performance and monitoring go hand in hand. This means that after you have set the expectations, there has to be someone tasked with gathering information and making the necessary analysis so you can get a clear picture of the actual performance against the set expectations to make informed decisions. Call center 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;
Outline your organizations KPIsKey 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:
- The number of customer complaints received
- How long it takes to fulfill an order
- The percentage of incoming calls answered within 40 seconds.