We monitor 12 calls per agent per month.
We have a marking system of Meeting Required Standard, Nearing Required Standard and Unacceptable.
Each month we target the agents to get at least 10/12 Meeting Required Standard and no Unacceptables.
This means technically they could score 11 Meeting Required Standard, but fail to meet their target if they score 1 Unacceptable.
Do you consider these expectations to be fair?
Would appreciate any comments.
Working on the tech rather than direct management side
I'm not sure I'm allowed an opinion :-) But...
To me it does seem a little harsh, is it not possible
to introduce some kind of weighting system rather than just
three grades? You could even keep the three standards, but, just
weight to give a passing score.
As I see it, it's possible to miss target becase of one element
of one call they handled that month.Potentially a little Draconian?
Regards
DaveA
I dont think the standards are to high i think this is very simular to what we expect from our consultants each month.
Can i ask how many agts you are monitoring each month Nick?
Also how many team leaders or coaching staff do you have listening to these calls each month?
Thanks
Marc
Thank you for your feedback.
We are monitoring around 40 agents and we have 3 team leaders currently.
12 calls must be monitored per agent, per month.
We are considering evaluating the monitoring every three months to give the agents time to turn things around if they perform badly one month so the scores expected would be something like this.
30/36 at meeting standards
5/36 at nearing standards
1/36 at unacceptable
Yeah we currently have over 120 agents and we monitor 2 calls a month for each agent. This is spread across 7 coaching staff, we try to allow time for feedback, approx 30 minutes to allow time for coaching aswell.
We tend to set a goal from one month and hope to see improvement the next.
This does work well in our contact centre and like you say it gives them time to turn things around.
Do you give coaching sessions on all the calls you have listened to?
Am I correct in thinking that means your team leaders monitor two calls per agent each for their teams of around 17/ 18 agents?
We do give coaching sessions on their monitoring results, although at the moment the monitoring results are generally falling a little short of the standard we would like (although not too far below).
We are looking to bring in a bonus related to agent performance also.
Do you have bonuses related to agent work performance in your workplace, if you don't mind me asking?
Yes thats about right. Some have more as we have some part time coaching staff.
Yeah we have two different bonuses, one for our Sales agents and one for our support agents. Our support agents are bonused purely on performance. So we tend to find the coaching sessions with the support agents alot more productive, so much so we are looking at including this in the sales bonus aswell.
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