Contact centres rely on agents to deliver high-quality service, but not every customer gets the same experience.
Differences in agent performance, coaching, and approach can lead to inconsistent interactions, ultimately affecting satisfaction and loyalty.
To find out more, we asked David Samuel, Chief Product Officer at Contexta360, to explain how contact centres can prevent inconsistent agent performance impacting CX.
Video: Call Centre Broken Processes: Inconsistent Agent Performance Can Harm CX
Watch the video below to hear David explain how inconsistent agent performance can harm CX:
With thanks to David Samuel, Chief Product Officer at Contexta360, for contributing to this video.
This video was originally published in our article ‘Key Signs of Broken Processes (and How to Fix Them)’
Why Agent Performance Varies
Even in the same team, service quality can differ widely from one agent to another, as David explains:
“There is a huge variation in agent performance, whether it’s through the service an agent provides, or the way the agent is coached and trained. This can result in inconsistent customer experiences, leading to decreased satisfaction and loyalty.”
Some agents may handle issues with confidence and clarity, while others struggle with tone or accuracy.
These differences are often a result of inconsistent training or unclear feedback processes, and if left unaddressed can lead to a patchy customer experience.
The Role of Interaction Analytics
Interaction analytics provides the data you need to identify where support and training are most needed.
“Deploying an interaction analytics solution to monitor and evaluate agent interactions with customers, enables you to analyze call transcriptions, sentiment, and agent performance metrics, to identify areas for improvement.”
By monitoring and analysing agent conversations—across voice and digital channels—contact centres can track sentiment, performance trends, and compliance with key procedures. This gives a full view of how each agent is performing, and where gaps exist.
Targeted Coaching Based on Real Insights
Rather than relying on general training sessions, contact centres can use insights from analytics to coach more effectively.
“This enables you to provide targeted coaching and training based on insights from your interaction analytics solution to standardize, bring consistency, and enhance agent performance across the board.”
Coaching can be tailored to the needs of each agent—whether they need to improve their tone, product knowledge, or problem-solving approach. This not only raises overall standards, but also supports agents in their development.
Benefits of Standardised Performance
With better data and more focused training, agent performance becomes more consistent across the board.
Customers benefit from a reliable, professional experience—regardless of which agent they speak to. And for the contact centre, this translates into higher satisfaction scores, stronger loyalty, and improved operational efficiency.
If you are looking for more great insights from the experts, check out these next:
- Ways to Reduce and Improve Call Transfers
- Digital Literacy: How to Train Agents to Work Alongside AI Tools
- How Customer Attitudes to AI in Customer Service Are Changing
Author: Robyn Coppell
Reviewed by: Jo Robinson
Published On: 30th May 2025
Read more about - Video, Agent Performance, Analytics, Contact Centre Processes, Contexta360, CX, David Samuel, Videos
