The Call Centre Agent Performance Dashboard Guide

A dashboard with performance graphs and charts
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Explore the Call Center Agent Performance Dashboard Guide – your essential resource for enhancing productivity.

An effective call centre is a key ingredient of a successful, customer-facing business. This is where customers interact with representatives of your organization on a daily basis, often at a critical point in their lifecycle as a customer – for example, right before they are actually onboarded, when they have a quick question, or when they have an urgent issue that needs to be solved.

At the front lines of these crucial interactions are call centre agents. If managed correctly, these employees can be force multipliers for your company. But agents need to be set up for success, including clear KPIs and ongoing support.

Most of all, they need to be able to visualize their progress, course correct where necessary, and ensure they are on track to reach their goals. This is where a call centre agent performance dashboard comes in.

What Is a Call Centre Dashboard?

A call centre agent performance dashboard is a visual representation of the most important metrics pertaining to call centre agent performance.

These metrics can differ between organizations, but the important common denominator for a call centre agent performance dashboard is that it guides employees to success by highlighting the business-critical areas to focus on. As motivational speaker Tony Robbins puts it, “Energy flows where attention goes.”

It’s also important to ensure that these metrics are easily accessible, and that measuring success is within call centre agents’ control. Agents should be able to directly impact these results, either individually or as a team.

Why Is It Essential to Use a Call Centre Dashboard to Track Agent Performance?

Call centre agent performance dashboards are essential for a number of stakeholders, including call centre agents, managers, and company leadership. Here’s a look at who benefits and how:

Call Centre Agents

Having the ability to see their progress enables call centre agents to stay motivated and focused and feel empowered.

64% of business leaders believe that self-service business intelligence tools such as a call centre agent performance dashboard create a significant competitive advantage for the organization.

Managers

Managers are not only able to assess the progress of the team but can pinpoint individual areas of concern and address these immediately. This can be in the form of feedback, coaching, or performance management.

Company Leadership

Operations leaders should have important metrics available at a glance, including key trends, performance in terms of KPIs, and more.

The main question when it comes to call centre agent performance dashboards is which metrics to include – specifically, how should the company measure agent performance?

How to Measure Agent Performance in a Call Centre?

There are many ways to measure agent performance. Some of these are based on inputs and some on outcomes.

For example, some organizations measure inputs such as “Attendance and adherence”, which tracks agent attendance and adherence to scheduled shifts and breaks, helping to measure their reliability, while ensuring shifts are covered and disruptions are minimized.

Most businesses measure outputs as key metrics, such as customer satisfaction (CSAT) scores.

Each metric requires its own, transparent method of measurement so that all parties are clear in terms of how progress is assessed.

What Are the Top KPIs in Call Centres?

While not mandatory, there are some common KPIs used across call centres:

Average Handle Time (AHT)

AHT measures the average duration of each call, including talk time, hold time, and after-call work. It indicates an agent’s efficiency in resolving customer issues promptly while maintaining the highest quality service.

First Call Resolution (FCR)

FCR measures the percentage of calls that are resolved without the need for follow-up or escalations. It reflects an agent’s ability to address customer concerns effectively and minimize the need for additional contacts.

Call Quality

Call quality assessments involve evaluating agents’ adherence to company guidelines, scripting, and customer service standards. Quality can be measured through call monitoring, scoring, and feedback from supervisors or customers.

Customer Satisfaction (CSAT)

CSAT surveys are used to measure customer satisfaction with the agent’s performance and the overall call experience. Feedback can be collected through post-call surveys or follow-up communications.

Service Level

Service level measures the percentage of calls answered within a specified time threshold, such as answering 80% of calls within 20 seconds.

Sales or Upselling Metrics

For call centres involved in sales or upselling activities, metrics like conversion rates, revenue per call, or average order value can be used to evaluate an agent’s sales performance and revenue generation capabilities.

Modern dashboards have effective elements that traditional dashboards are missing, such as interactive leaderboards, or gamification elements.

Call Centre Dashboard Example

A call centre agent performance dashboard should provide a comprehensive, real-time overview of key metrics and performance indicators. What should it look like?

Key Performance Indicators (KPIs)

The dashboard should prominently display important KPIs that the organization has set. These metrics give a quick snapshot of the call centre’s performance and help monitor progress toward goals.

Real-Time Data

Information provided should be in real-time – or as close to real-time as possible.

Visualizations

Visual elements such as charts, graphs, and color-coded indicators enhance data interpretation and make it easier to identify trends, anomalies, and performance gaps at a glance.

A dashboard has all the traditional elements of a great dashboard that have been refined over time, plus engaging gamification elements that take it to a whole new level.

You can see KPIs, such as CSAT, together with an individual’s progress towards those goals.

There’s an interactive, dynamic leaderboard, individual achievements, and gamified elements such as a “race” towards goals, individual challenges, personalized coaching, points, levels to attain, and more.

Solutions for Tracking and Improving Agent Performance in Call Centres

A call centre agent performance dashboard solution is the gold-standard when it comes to getting the most from your agents.

From increasing role clarity and motivation, to boosting engagement and fighting attrition, the platform is used by many of the world’s leading call centres to consistently hit (and exceed!) their KPIs.

By dramatically improving the employee experience, a platform positively impacts the customer experience. Using advanced gamification, it enables you to:

Increase Agent Performance by providing personalized goals, guided performance improvement, and targeted, personalized microlearning.

Boost Engagement with gamification and rewards. Offering leaderboards points, levels, badges, and more puts agents’ daily work in a richer context, offering a more motivating and engaging experience.

Offer Ongoing Coaching and Support at Scale by enhancing the employee experience with AI-powered, personalized coaching, and support employee wellbeing with dedicated tools.

Call Centre Agent Performance Dashboard Learnings

A call centre agent performance dashboard is a North Star for your agents; it shows exactly where they need to be, along with providing information on their progress, corrective action, engagement tools, and more.

A few key takeaways:

  • Employees across organizations can benefit from a call centre dashboard
  • Call centre dashboards should include the right metrics at front and center for agents, including KPIs such as CSAT, FCR, and other key metrics
  • Certain elements are critical for an effective dashboard, such as real-time performance data and visible progress
  • Tying gamification to goals leads to a more motivated, engaged, and high-performing workforce
This blog post has been re-published by kind permission of Centrical – View the Original Article

For more information about Centrical - visit the Centrical Website

About Centrical

Centrical Centrical provides a real-time performance management, microlearning, gamification, coaching, and voice of the employee platform for frontline teams. The solution inspires and personally guides employee success and growth by making every moment actionable.

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Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: Centrical

Published On: 19th Jun 2023 - Last modified: 17th Apr 2024
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