High turnover rates are one of the biggest challenges facing today's modern call centers. In order to uncover why this happens under your own roof, you need to analyze agent performance through quality assurance programs. Unfortunately these traditional labor intensive review processes can often lead to inaccurate results - driving up costs and contributing to agent turnover, rending a call center unable to improve key service level metrics.
A traditional approach typically begins with the quality monitoring team finding and reviewing a random sample of calls from each agent. The results of these screenings are addressed through coaching forms and scorecards. The small sample rates often do not reflect an agent’s actual performance, and quality monitoring team may introduce subjectivity into performance evaluation. The results are slow, inefficient feedback loops, with agents typically only receiving feedback once or twice per month.
If you want to be effective in addressing agent performance and turnover issues in your call center, you need to move to scoring 100 percent of all agent touchpoints with customers, such as phone calls, chat, email and social interactions. Your analytics should provide immediate and continuous feedback directly to managers, supervisors and agents.
You will be rewarded with results that are more accurate, effective and timely at significantly lower cost and manual effort. Your supervisors will be freed up to spend more time coaching and developing their teams. Your agents will get fair and consistent evaluations with immediate insight into where they are doing well and where they need to improve, resulting in higher job satisfaction and retention rates.
At MicroAutomation, we bring 25 years of project experience in helping call centers improve their agent performance. Our CallCenter Millennium (CCM) product suite, one of our many call center solutions, drives agent effectiveness through screen-pops, customer authentication, agent surveys, and call center wide reporting and analytics. Combined with our partnerships with industry leading companies like CallMiner, we bring to the table software and services that deliver results.
Download our checklist - The Top 10 Features Your Proactive Notification System Needs to Have - to learn:
…and more. The ability for customers to “take action” when a call, text, email or Tweet is received is more powerful than ever. Download our checklist to learn how you can implement our tips and tricks to maintain customer loyalty.