Your agents are the face of your company. They are your business’ frontliners. They are the ones that your customer will be talking with. It is imperative therefore that they are its best whenever possible if not all the time.
In any contact centers, measuring agent’s progress is very essential. Since the agents are facing thousands of calls or requests in a day, being able to maintain a high level of customer service standard is important. In order to do this effectively, one must know and implement the latest metrics and also KPIs. KPIs are key performance indicators that serve as bases for measurements and quality monitoring. As such, these can be used to track performance to your agents and even the call center in general.
Measuring agent’s progress can be a daunting yet necessary task. Which is why, we developed this guide in order to get you started with the metrics and the measurement.
Step 1: KPIs Defined. The very first thing one need to do is to develop a comprehensive understanding of what is the needed call center KPI. Call center KPIs are considered the quantitative metrics that are needed in order to evaluate constructs. These are also essential towards the success of the call center. More than that, it assesses the performance of the agent, even team and department. It can also be sued to know trends in order to come up with data driven decisions. These decisions then can help increase customer satisfaction, efficiency and more so revenue. There are a lot of KPIs that can impact customer satisfaction. Knowing them all can be challenging. Good examples are first call resolution, average handling time, agent turnover rate and more.
Step 2: Pick KPIs. The next step to do would be to select the right KPI for you and your contact center. This will allow for accurate assessment on the performances that you think is necessary. To get you started with this step, make sure that the KPIs would be in line with your business objectives and even corporate strategy. Hence, revisit your vision, mission and goals and identify the KPIs that can help achieve you such. After that, decide on data points that will contribute to the KPI calculation and how you will acquire the data. It is important to ripple down these KPIs to the team leader and to the agents. Make them understand its purpose and make clear why you would be measuring it. Do not forget to also set quantitative targets or ranges. And furthermore, optimize the KPIs. You might want to redefine the data points and improve your approach.
Step 3: Acquire Tools. To measure agent’s progress is truly challenging. Which is why, it is important to acquire tools that can help you measure such KPIs. These are also essential in order to optimize your approach and act on the data. There are call center software that have integrated reporting that by far is the best tool for real time and historical reporting. There are also real time metrics that can be installed in your agents work station so they can see their KPIs. Managers and team leaders also have dashboards for that purpose and more.
Measuring agent’s progress is essential. However, this must not be the only key that you need to take into consideration. There are still other facets that you need to measure. But performing these steps are already half the solution. Bottomline, these KPIs are here to improve your agents and the business in general.