![]() The most effective way to measure a call centre agents performance for quality is still scoring their calls against defined quality criteria.īut that requires you to (a) have a quality scorecard (b) have a quality framework that defines what quality is to agents (c) have call recording capability and (d) have the resources to take the time to review and score calls. Speech Analytics is improving but not there yet. ![]() Read my guide on the 10 most popular call centre metrics and KPIs if you want to learn more about the challenges with FCR. Most people don’t bother leaving a rating unless they are either extremely happy or extremely pissed off.įirst Call Resolution is a nice concept, but incredibly difficult to execute. NPS really shouldn’t be used for measuring an agents performance (it’s not designed to be a transactional measure) even when it is, I think it’s biased towards the two extremes. So it’s critical to have metrics that focus on the quality the agent provides to customers. If agents were on a production line what is it that they would be accountable for producing? How do you measure a call centre agents performance for quality? You can model the impact of reducing AHT using our Erlang C Calculator. If you can improve a process, optimise some technology etc to shave some time of AHT, of course, that’s a good thing as it reduces the number of agents required to service the same number of calls. When you are looking across the entire agent workforce, you are typically looking at different metrics.įor example, I’m a firm believer that Average Handling Time should NOT be used to measure an agent’s performance at an individual level.īut the last thing an call centre agent should be worried about is whether they’ve been talking a bit too long to a customer and might get in trouble.ĪHT should be measured at centre level as it’s often reflective or system or process issues. The only KPIs that agents should have are ones that they can directly influence. Is there a difference between agent group and agent individual KPIs? ![]() So let’s dig a little deeper to determine how and why some measures are better than others for measuring a call centre agents performance. Looking at the research results though, it would appear (and I hope) that the survey is aimed more at a collective group of agents as opposed to individual call centre agent metrics. And despite all the talk about the importance of customer experience in the call centres today, it’s somewhat disappointing to see what’s on top of the list…
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