Improving agent performance in the call center with five steps

Digg This!     StumbleUpon     Del.icio.us

RELATED CONTENT Call center software and call center management Pros and cons of using a pay-per-call service in the call center Examining call center cell phone regulations Overview of open source call center software Creating work-at-home agent agreements for call center employees What call center events or conferences should we attend? Ten ways to re-energize and motivate call center agents Pros and cons of auto-response software in the call center Managing call center stress: Three stress management training courses for agents Finding remote call center agent jobs and opportunities How can a call center offshore outsourcing firm attract new clients? Call center agent Managing customer conversations in the call center Call center interaction dos and don'ts Call center contest: How did you impact the customer experience? Is now the time for contact center spending? Examining call center cell phone regulations Aspect takes AIM at contact center performance management How can we get our agents to focus on building customer profitability? What's the best way to manage unprofitable customers? Linking call center agents and customer profit with Martha Rogers Ten ways to re-energize and motivate call center agents Call center agent Research Call center manager Tracking the online customer experience after a website redesign Managing customer conversations in the call center Workforce management software product directory Call center interaction dos and don'ts FAQ: Making call center technology decisions Five call center sales tips and techniques Call center video: PlumChoice uses Aspect workforce management system Call center workforce management software the choice for PlumChoice Pros and cons of using a pay-per-call service in the call center Is now the time for contact center spending? Call center manager Research

RELATED GLOSSARY TERMS Terms from Whatis.com − the technology online dictionary call center agent  (SearchCRM.com) Erlang B  (SearchCRM.com) Erlang C  (SearchCRM.com) inbound call  (SearchCRM.com) inbound call center  (SearchCRM.com) off-peak  (SearchCRM.com) outbound call  (SearchCRM.com) outbound call center  (SearchCRM.com) Quality of Experience  (SearchCRM.com) silent monitoring  (SearchCRM.com)

RELATED RESOURCES 2020software.com, trial software downloads for accounting software, ERP software, CRM software and business software systems Search Bitpipe.com for the latest white papers and business webcasts Whatis.com, the online computer dictionary

Improving the performance of a call center agent who consistently fails to meet the established quality criteria is one of the biggest challenges for quality assurance (QA) analysts and call center managers. The following five steps will help you assist agents in meeting call center performance goals.

One: Diagnose underlying performance issues

Analyze the agent's evaluation in quality assurance forms to determine where performance opportunities exist and to identify any trends. Determine if the agent consistently has low or failing scores low in a particular category or for a particular call type. Are there multiple performance issues, i.e., deficiencies in communications skills or problems adhering to procedures, accessing information or processing transactions? You can also gain valuable insights by conducting a side-by-side session with the agent to view first-hand where and when challenges arise or if work habits are contributing to their performance issues. Based on the results of the trend analysis and/or observations from the side-by-side sessions, identify the underlying causes of performance problems.

Once you know where the agent needs help, create an action plan to address the underlying issues. Begin by discussing your findings with the agent's supervisor. Work with the supervisor to identify all available resources that can be used to support the agent's development. This may include enrolling the agent in additional training or up-training sessions, providing reference materials or job aids, offering additional system or communication skills training, or regularly assigning time for the agent to sit with an outstanding colleague to learn the proper way to handle interactions.

Three: Communicate with the agent

Depending on the structure of your organization, either the QA manager and/or the call center manager should discuss the performance issues with the agent. Begin by making sure that the agent understands the quality evaluation criteria and how calls are scored. Be sure that your assessment is constructive and includes recognition of the agent's strengths, as well as performance opportunities. Review the action plan that has been developed and emphasize that it is intended to provide help and support.

Four: Provide consistent feedback and reinforcement

The most effective improvement programs provide continuous and encouraging feedback to motivate call center agents. When an agent is struggling to perform, it's a good idea to offer him/her some extra attention. Conduct routine evaluations of the agent's calls and provide timely feedback. When needed, provide additional targeted coaching that addresses the agent's specific needs and reinforce what he/she is doing right.

Five: Monitor and track improvements

Monitor the agent's performance. Trackand reward call center agent progress and improvement. Motivate the agent by recognizing and praising incremental improvements and continue to provide coaching and support for performance opportunities.