Should individual call center agents be scored based on the entire call
center team's ability to meet a target service level? Is there a better way to measure call center
agent performance individually?
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Hannah Smalltree, Editorial Director
It is difficult, if not impossible, to fairly score and measure individual call center agents
based upon the call center team's performance. It is also not a good idea because there is a high
risk of rewarding underperformers and demotivating the high performers. Further, if the call center
is understaffed or improperly staffed for the target service
level – both factors totally out of the call center agent's control – the service level won't
be met. Call center metrics are most successful when they are applied to drive individual
performance to help achieve a collective goal. An example would be that a call center agent cannot
control service level, but he or she can control their own schedule
adherence, which directly contributes to the group's ability to meet their service level.
Call quality and schedule adherence are both very good metrics for measuring individual employee performance.
This was first published in June 2008
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