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Performance Management

Best Practices on using contact center metrics, reports, dashboard and key performance metrics (KPI) to optimize customer service

Perfecting Your Performance Management

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Performance Management is something of a catch-all term that incorporates a wide range of management aspects, from planning to developing agent skills, to evaluating performance based on metrics and making adjustments accordingly. Most call centers engage in some form of performance management – unfortunately, many still rely solely on an annual review to determine how well they are doing.

The success of call center performance management requires an ongoing effort and regularly scheduled meetings throughout the year. 

Yes, we know it can be a challenge to find the time when there are so many other responsibilities that need to be handled. But automated workforce management (WFM) can make a significant difference in collecting and analyzing employee data, so effective agent management can be achieved in less time. 

Once you have that program in place with the help of WFM, here are some tips to make it more effective. 

Set Specific Goals

“We want to improve customer service and experience.” “We want to improve our training.” Great  – now how are you going to do it? The more specific you can get with your objectives, the more likely you will be to accomplish them. When you set more precise goals (“We want to lower our average handle time”), WFM will provide the data that can be used to make it happen. 

Provide Specific Feedback

Successful performance management relies on clear communication between managers and agents. This is particularly important when it comes to assessing performance and offering guidance for improvement. With the Performance Analysis component of WFM, managers have access to reports, statistics and analysis of all agent activities, including their schedule adherence and key performance indicators (KPIs). That will help to further target training sessions.  

Avoid Agent Burnout

Agents that are tired, bored, distracted or no longer engaged in their work are an issue faced at every call center. Replacement of such agents should be a last-ditch option, to avoid the cost of hiring and training someone new. Instead, try to accommodate agents with these issues as much as possible. Flexible scheduling makes it easier for agents to work shifts that are more convenient, and when they have that option they are likely to be more productive and provide better service. With WFM, shift-bidding and shift-swapping (with a manager’s approval) are streamlined, while holidays and other special events can be factored more efficiently into overall scheduling. 


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