Tracking an Agents Performance in Call CentersFor 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.
In-Depth Agent Tracking For Call CentersAs 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:
Missed PointsNow 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.
Score Performance Graphs for AgentsSometimes, 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:
- The entire team’s average score was 90% on this specific day.
- Gertrude’s average score for that day was 93%.
- Gertrude’s score for the compared day was at 80%
Call Details For Specific AgentsNow 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.