How do you manage performance in your call center? Whether or not you know it, you're probably already doing it to some extent.
The goal of performance management is to be able to glean the most valuable information from different sources within your call center and use it to increase agents' performance. And while many managers have used forms of performance management in their centers, for the most part it's been a labor-intensive process that requires a lot of manual work on behalf of IT administrators.
For example, consider all the different tools within your call center that deliver valuable performance data: Your ACD system delivers stats on agents' average speed of answer, abandonment rates and average handle time (AHT); your workforce management system gives you information about agents' schedule adherence; and your quality assurance system contains agents' scored call evaluations.
The problem lies in how you determine which metrics are most important for measuring agents' performances; how you present the information in a useable and actionable format; and how you use the information to motivate agents, identify specific problems and improve their performances.
However, emerging in today's market are full-bodied performance management tools that automate the process of consolidating data, analyzing key metrics and relating the results to the people who need to know most, such as trainers, schedulers, team leaders and managers.
The call centers we profile in this article are all using performance management tools to help them manage the call center's and agents' performance. And while they all measure standard service level metrics like AHT, they realize that when it comes to managing performance, the main goal is the quality of service.
They have each used the software to develop effective performance strategies that work best for them, whether it's improving and focusing agent training programs or using performance results to develop effective hiring profiles.
The following examples should motivate you to determine how performance management can help you meet the objectives of your organization.
