Using Automatic Scorecards to Improve Agent Performance

Posted by Rodney Kuhn

3/10/16 1:30 PM

Improve.jpgToday’s customers are more critical of companies than ever before, being that expectations have been raised by the multitude of businesses vying for their attention. One bad customer experience could leave a bad taste in their mouths or, worse, send them running to a competitor.

In fact, 60 percent of consumers cancelled a business transaction or purchase due to a poor service experience—a significant increase from 2012 (55 percent), according to the American Express “2014 Global Customer Barometer Report.”

Your agents play an extraordinarily important role in your business, helping to keep today’s customers satisfied and coming back for more. As a contact center manager, it’s your responsibility to make sure that agents are performing up to standards and keeping customers happy.

To accomplish this, you need to collect, evaluate and score contact center agent interactions and skills. Doing that, however, isn’t always easy, as one must collect a lot of data points, some of which are complex. 

Unfortunately, many of today’s contact center managers use old-school manual scoring, which takes an enormous amount of time and can often grossly misrepresent an agent’s effectiveness.

With manual scoring, it’s hard to get an accurate picture of what your agents need to work on, making it difficult for you to implement effective training strategies for agent improvement.

Rather than leave your scoring up to chance and put your business on the line, you might want to think about investing in sophisticated workforce automation software that gives you quick and objective insight into agent performance.

Workforce automation software gives you a clear summary of trending topics and words, agent keystrokes and applications that have been opened and closed—with a simple click of a button. It doesn’t get much easier than that!

The information thus gathered will enable you to more accurately evaluate interactions and implement training that will help agents improve hard and soft skills. For example, you might learn that some of your agents are having a hard time handling difficult customers. This critical insight will allow you to create a personalized training program for these agents that will give them the skills to deal with these types of customers.

What’s more, with workforce automation you can monitor these agent’s interactions to track progress. After all, if you’re not able to track progress, you might as well not implement a training program at all.

Let’s face it: No customer service agent is perfect. Each one has his or her own weaknesses and strengths. It’s up to you to improve customer service by giving them personalized training. Invest in workforce automation and finally help your agents improve their skills by better evaluating their interactions with customers.

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