If you have read our last article, then I am sure that you have had an insight into how we can monitor your agents. If you have not read that article, then I would highly suggest that you do that before reading this. You can find the last article here.
After you have read that, you may be wanting to find out a little bit more about tracking an agents performance in your call center. Well, that’s what we are going to look at in this article. Instead of looking at an overview of a company, we will look a little deeper into the aspects that we cover for individual performance monitoring.
Having the ability to track individuals is an amazingly useful tool in finding and coaching agents who are not quite up to standard. Likewise, it helps see who your constant top performers are. It will also allow you to see if the coaching plans that you set are working efficiently. So, let’s show you how.
For this example, I am going to compare the statistics for two separate weeks worth of calls from one of the agents. I will be doing this in real-time so that you can get an idea of the sorts of things you may pick up.
So, as you can see, there is not a vast difference in the average score of the agents. At first glance, and if it was all that you looked at, you might think that this is ok. A fluctuation of 1.37% is not unsatisfactory, after all. However, this is going to be campaign wide. Therefore, you may have some agents that are letting the side down, while others are excelling.
Now is the time in which you think that you need to find out what is going on in a bit more detail. Here is a couple of snippets. One showing the highest-ranking agents based on their average score over those times, and one showing the lowest ranking:
On our demo site, you can see that there are varying standards of agents. It makes it simple to see who are the best performers, and how well they are doing in comparison, in this case, to the prior week.
It is a straightforward process to change the dates for both the current date range and the comparison dates. The dates can be set by day, week, month, quarter, or custom date ranges. This view on the dashboard also allows you to see the initial appearance date on our system. While this is probably not the start date of your employee, it is a good indication as to how long they have been doing the job. Therefore, you can better judge if an agent should be doing better than they are.
Another benefit of this view is that you can instantly see if one or more of your agents have reacted well to any coaching that you have provided recently, or if they may need some more specific training. Let’s take a look at an example.
For this, we will look at Gertrude Randleman as she is one of the lowest performers, with the most significant drop.
As you have just seen, Gertrude is one of the lowest performers of our demo site. But we all know that it is not very useful to tell them that they are not doing well and leave it at that. Agents often do not know where they’re going wrong, so nothing will change without targeted coaching.
First of all, we can filter the calls only to see Gertrudes and see how the two weeks are comparing. That way, we will know what we are looking at:
Initially, you can see that there were fourteen more calls the second week. However, there were six of those that failed. Now, if you cast your mind back a little, you will remember that a failed call is one that has missed one or more client specified point. If you want to know more about that, then take a look here.
As six of those calls had failed, it stands to reason that Gertrude is missing a few of the same points. Therefore, we can look at what she is missing:
Now we are in a position to check what points Gertrude is missing.
As you can see, closing the call is by far her highest missed point. The ability to see this has already given you enough to work with, should you wish. Therefore, you can set up targeted coaching for her, to let her know how to close the call, in line with your own set of procedures.
Remember, these points that we have on our demo site are only for demonstration. They are entirely customizable for your requirements.
Not only can you see what the highest missed points are, but you can see what all of them are for the current times selected. That will give you even more control over training requirements, and see if the training program you have set up is working or not. For example, you could provide Gertrude with some “Closing the call coaching” next week and then check in a few weeks to see if it has made any improvements.
Further to a percentage of occurrences, there is another level of checking their missed points. If you hover your mouse over the information symbol, it will show you how many times that specific occurrence happened:
An 88.46% miss rate shows that it is quite high. However, there is no way of telling exactly how many missed points there were. Here you can see that out of the 26 monitored calls, Gertrude lost 23 of them.
Sometimes, numbers are not very easy to comprehend. Especially if you are looking at any larger time frames such as quarters. Therefore, we have provided score performance graphs for agents to the dashboard, which also filters the calls.
I am still only looking at the same two weeks so that nothing gets confused. However, you can see this graph for any time selection that you choose.
In this image of the score graph for Gertrude, you can see three lines:
Blue. – Blue is the average score of the whole company audited during the selected timeframe. Therefore, it will be an average of all of your agents.
Green. – Green is the average score for Gertrude’s calls during the selected timeframe.
Orange. – Orange is Gertrude’s average score for the week that you are comparing.
You can now see that the green and orange lines are quite similar, just inverted. Therefore, this issue and the need for training could be a long-standing one. Now you are in a position that you can look back further to see if the same missed points have been a problem for more than the week or two that we are currently checking.
If you want more information about the graph, you can hover over the points to see how the selected agent performed in the chosen timeframe compared to the comparison time, and against the whole team:
Here, you can see the following facts:
This graph shows that on this day, she did better work than the average of the whole team and a lot better than the comparison week. These facts may indicate that she is trying hard to complete the job as required, but she may be struggling with the specific points that we have already mentioned. What this means is that there may not be any need for any disciplinary action as she is doing well with individual calls. However, we still want to look into it a little further.
Now that you have some information about what the missed points are, you can look one step further. You can start to have a look at some of the individual incidences of where these points are lost. For this, we have a call log of each of the calls that the agent completed during the selected time frame:
Gertrude has taken all of these calls. However, the first name that you see is the name of the person who has completed that Quality Assurance checks on the call.
Now you can see the score and how many points Gertrude got on each of the calls. Again, this is just a snippet. Otherwise, there would be a large image here. It is also easy to see which calls failed and not. The information that you see is quite self-explanatory here. The call lasted fifteen minutes, and fifty seconds had four missed items and failed with a 35% score. Again, you can set the failure as any parameter that you wish. For example; one of those four missed points may have been an instant fail. Alternatively, any three points may have been an immediate fail.
For the next example, I will use the call that Veronica audited on the 16th of February 2018. I have chosen this one as it is her worst performance call on this list.
If you hover over the information symbol, it will show you what the missed items are:
Here you can see that Gertrudes highest missed point, closing the call, is on this call too. Along with her second-highest missed point, interest scale. Now you are in a much better position to approach her with some facts with her downfalls. However, what would happen if she denied it and insisted that she did not miss those points?
You can now click on the phone icon next to the reviewed flag. That will give you a view like this:
This image shows that the QA auditor marked those two specific points as missed. At the bottom of the image, you can see the audio track of the call that was audited by Veronica, with blue and red indicators.
Blue indicators show points that passed, and the red marks show the marks that missed. You can now either listen to the whole call or click on the icons and jump straight to the point at which that mark got dropped. There are flags on those marks when you hover over them to show you which points they were, which makes locating the points easier.
Now, if you wish, you can listen to the recording to ensure that she missed the points before taking all of the information required to Gertrude. However, we do have a 95%+ success rate with our auditing. So there is likely no need.
I think that during this article, you have seen that there is plenty of information for you to make unbiased and informed decisions on your staff and their training. Not only is there the information to make that decision, but there is also enough here to show that an agent needs that training. On the other hand, however, there is also enough information to see your top performers and reward them where necessary. I want to think that you are seeing how inferior spreadsheets are when compared to dedicated software and teams.
There are many things that you can do with this information too. You may want to have more fun-based schemes such as employee of the week/month, and a no missed points board. Perhaps we will look into ways to reward your agents in future posts.
We will certainly be going into training and coaching in a bit more depth in future articles, so make sure to keep an eye out on our website.
If you want a more in-depth look or a tour of our demo site, and to see what we can do for your company, then please contact us here.