Does your call centre performance data leave your agents dazed and confused?
Jaime Scott _ July 2016
Identifying relevant KPIs, measuring them accurately and then acting on the data is now crucial to the success of hundreds of thousands of businesses across the world.
None more so than in the case of the modern call centre, where these quantitative metrics are employed on a daily basis to assess the performance of agents, teams, departments and the call centre as a whole.
The importance of measuring call centre performance data has been closely examined in a paper published by Cranfield University school of management. The results underline, that when used wisely, performance data is invaluable in determining trends, as well as making data-driven decisions that improve efficiency, increase revenue, reduce costs and optimise customer satisfaction.
Does your performance data perform for your agents?
The evaluation of an individual agent’s work based on these objective, quantitative metrics is without doubt a crucial element, both in understanding how they are developing professionally and how they are contributing to your business.
All very well and good, but while mountains of data may excite your senior management, spare a thought for the agent on the front line of your business. Metrics usually exist to help management get a clear view into the performance of their agents, but when the same metrics are then used to improve agent performance, are they fit for purpose?
Over the years the advances in digitisation and it has led to a huge increase in the prevalence of call centre performance data. But in many cases what it hasn’t led to is advances in just how to present this data in a clear, intelligible and positive way.
Your agents function in a stressful environment where they need to manage thousands of calls each hour while maintaining a high standard of customer services. You employ them for a wide range of people-orientated skills, but not necessarily for their ability to analyse data.
How game mechanics speak everyone’s language.
The fact is that we are now living in a world where people want to receive information in quickest and easiest way possible. We watch videos rather than read a printed manual, check out infographics rather than try to digest a lengthy report and use graphs, charts & tables to make facts & figure easier to understand.
Performance data needs to be presented in a way that is engaging for agents, so that they have the best chance of understanding the information in front of them, and can use it to react quickly and effectively.
Which is why at EvaluAgent we place so much emphasis on making call centre performance data easier to understand, through the use of engaging and intuitive software. This is especially true in the case of our Gamification platform; the first reward and recognition platform designed specifically for call centres and proven to increase engagement and productivity.
As part of our Workforce Engagement solution, Call Centre Gamification uses game mechanics to provide team leaders, managers and agents alike, with a common language that everyone can understand.
In this way, that all-important call centre performance data can be used to maximum effect, in order to motivate agents, ensure efficiency and deliver a truly great customer experience.