| Advice for the Call and Contact Centre Supervisor. Effective Agent Monitoring and Management. |
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Agent Feedback and Performance Monitors
Supervisor Assessment Tools
Web based and desktop tools exist to enable the call centre supervisor to monitor agent performance and assist the agent's development with timely feedback. Supervisors have the option of monitoring live call queue activity with assessment of the handling of incoming phone calls and enquiries, along with statistics for the number and duration of calls, the time callers are held in a queue and whether calls abandoned or were diverted to voicemail.
With an application such as PhonePresence Supervisor Console, supervisors can monitor agent performance from their desktop workstation in a multi-window environment. Agent calls can also be monitored directly by dialling into the call.
Customer Surveys
By giving callers the option to take a short survey at the end of their call supervisors gain direct knowledge of the caller experience. With a service such as that offered by Customer Survey, caller responses can be collated in real time to produce statistical data which can be analyzed by campaign or agent group.
| Where the option is offered, recorded customer comments can be emailed to supervisors for evaluation.
Continually updated real time information can also be displayed on the web allowing agents and supervisors to monitor agent performance.
Improving Agent Performance
Agent performance can fall below expected levels for a number of reasons. A four step procedure may assist in motivating agent performance: |
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| Diagnosis: |
Determination if a trend exists where an agent's performance falls below par is primary to improvement, For example, if an agent consistently fails in a certain category or call type there may be problems with communications skills, possibly language related, or failure to adhere to call handling procedures, or difficulties accessing information or processing transactions. |
| Discussion: |
Once satisfied that the agent understands the evaluation criteria and why targets are not being met, supervisors should discuss the performance issues with the agent in a constructive manner, recognizing the agent's strengths and skills. |
| Development: |
Suggestions for improvements could include additional training such as language or procedural courses, sitting in with a supervisor or a more experienced agent, providing reference material. |
| Feedback: |
A large number of reporting and remote monitoring CTI applications provide the supervisor with the ability to continually monitor agent performance and track progress. This allows supervisors to offer continuous feedback and support to motivate and encourage call centre agents. |
Motivating Call Centre Agents
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Supervisors need to create a pleasant and fair operating environment for their agents. Agents function more effectively when they feel valued and respected, plus they need to be treated fairly with their concerns being addressed in a timely manner. |
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Regular agent feedback and training helps motivate and improve performance levels. Positive reinforcement along with attention to areas needing improvement will create an environment of positivity with agents feeling they are part of a team. Assisting agents improves productivity, call handling quality and customer satisfaction. |
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Employee satisfaction surveys allow agents to express their concerns and timely action by supervisors to address concerns will reinforce the team concept and subsequently motivate agents to perform at their best and to improve when necessary. |
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Encourage agents by inviting high achievers to take an active role in call centre activities, such as assisting new staff and participating in agent training sessions. Seek agents' suggestions for improvements and where practical implement those suggestions. With first hand experience of dealing with callers it's likely agents will readily find aspects of procedure that could be improved. |
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Reward success by sharing it with the entire call centre or organization. Rewards schemes can also be helpful by supplying successful agents with immediate acknowledgement and continued motivation and further inspiring colleagues. |
For the live call centre, agents are the primary resource. Effective and sympathetic management is invaluable in developing agent skills both individually and as a team. The call centre supervisor has a variety of sophisticated monitoring and reporting facilities available which provide useful agent feedback and improve call centre efficiency.
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