Hi All, i'm an new to this forum. Just want to ask what is the best way to improve agents stats or performance. attendance, FCR and other.
Call Centre Helper Forum » Strategy
Improve stats
(5 posts)
Hi,
You could try using some type of incentive based system for improving performance throughout the contact centre. We use a system that allows us to recognise and reward performance through graphic wallboards which are displayed around the centre floor. It works really well with the agents but if you go through the forum I'm sure you will see lots advice offered by people on what they do in their own centre.
Posted 8 months ago #
Hi,
I would recommend first deciding clearly on which stats you want to improve, then doing a bit at a time - e.g. concentrating on maybe Average Handling Time (and an incentive) one week or month, etc. and giving 'before, during and after' performance stats so everyone knows exactly where they are and how they compare with their peers on an ongoing basis, with lots of support and training throughout.
Posted 8 months ago #
Hi,
You will find that motivating your team to improve on one KPI will lead to improvements in others. For example an agent achieving KPI's will likely have high attendance.
When you do think of objectives and the time to achieve them in, ask yourself if they are SMART objectives.
Incentives are great but try avoid a one shoe size fits all. It can lead to a split in team performances. EG. my employer would give out alcohol and sweets for exceeding targets. I had 4 advisor's under 18 who could not be given alcohol and 2 advisor's that did not drink or eat chocolate! I had to negotiate alternative like cinema tickets or in the case of the non drinkers they were happy with fruit. It's amazing how simple rewards can motivate people.
Hope this is useful
Posted 6 months ago #
I have started doing a balanced score card with my team on a monthly basis and 3 areas that we focus on is Call Rate per hour, Calls refused (calls not answered that went to another agent) and talk time. In one case talk time correlated with Call rate as the agent spent 20% longer on calls so that is why her call rate was lower. Having an incentive opens the danger that Agents rush trough calls and that brings new problems.
As we have an inbound Call Centre i only work averages, so in are you above or below the call centre average. That in itself became a motivator as very few people want to be below the average. Before you start with incentives make sure that the measuring tools is accurate and measurement is fair.
We will start doing incentives but it will be based on the averall performance (as scored on the Balanced Score Card, BSC), rather than just one or 2 areas, as with the BSC you can weigh certain areas higher than others.
Regards
Posted 6 months ago #
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