Implementing Key Metrics for Agent Success: Part 3
In this series' final post, Alex discusses the implementation of key metrics in your call center. This includes metric goals, adjusting agent goals on occasion depending on changes in your business flow, and determining the weight of importance of each metric.
Putting It All Together
Regardless of your metrics, there should always be several tiers or goals for agents to strive towards. There should be your “Average” or “Meets Requirements” that every agent should be able to achieve, with some effort. From there, goals should take exceedingly more effort to accomplish, such as “Exceeds Expectations” and “Greatly Exceeds Expectations”.
Each metric should not necessarily always have the same amount of weight on the agent's overall score. One call center might put a higher mark for attendance over other metrics, whereas another call center might put call quality scores above all else. How each metric is weighted will be up to the call center manager and what their KPIs are, as well as what important behaviors they wish to encourage.
Using Metric Goals
Once the agent metrics are in place and the agents are made aware of the metrics, they will understand their performance is within their control. Their success or failure is entirely up to them. As a call center manager, it is of the utmost importance that these metrics are tracked and recorded on a regular basis. The data also needs to be sent to your call center agents on a consistent basis so they know exactly where they're at.
Minor adjustments might need to be made when any new metric(s) are initially rolled out. A few key reminders include:
- Make sure the new metrics are clearly outlined to your agents and they understand how the data is calculated.
- Keep an open mind and be willing to take feedback from agents as they are the ones on the front line and can provide some insight into matters that a call center might not be aware of.
- It is best to not make any major changes to your new metric(s) when they are first rolled out. Making radical changes right out of the gate can negatively affect the moral of your agents and they will take it less seriously if they believe the stats could change at any time.
1. Selecting appropriate goals for metrics
- What is your main KPI for your call center?
- What agent metrics/goals will help meet these KPI’s?
- Do the metrics Meet the Qualification questions from earlier?
2. Determining which metrics are more important
- Once you have your defined metrics/goals, not every metric should have equal weight for their overall performance. Some should be weighted heavier than others. Base this on what will drive performance and best meet the overall call center goals.
3. Meeting with agents to provide new metrics
- Meet with the agents individually or as whole to go over the new goals.
4. Measure metrics and provide feedback on a regular basis
- Keep track of all the metrics and provided regular feedback to agents on how they are doing.
- Make sure the feedback is on a consistent regular basis.
5. Occasionally make slight adjustments to goals
- You might need to make some adjustments to the goals. It is best to make only minor adjustments at first, otherwise it could lower agent morale if the goals/metrics are changed to often and too soon.
6. Use metrics for contests, goals, competitions, etc.
- Once agents understand how the numbers are calculated and that they have 100% control over those numbers, start creating competitions or contests around these goals. The incentives do not have to be big. Winners can get “free time” off the phones or taken out for coffee or can leave for 15 - 30 minutes during their shift.
7. Future changes
- On an annual or semi-annual basis, review the goals and see if they are still consistent with the behavior you are looking to encourage - should they be modified or changed? Be wary of changing them to frequently or drastically as, depending on the change, it could negatively affect moral for your call center.
Ultimately, it is important to always keep your end goal in mind. The agent metrics you use should promote the type of behavior and culture you would like to promote amongst your agent and drives your call center forward towards your goals.