Assessing, tracking & improving agent performance
Measurement of agent performance is an absolute necessity for any company that seeks to efficiently optimize the quality of customer service. The performance of customer service agents, support staff, sales personnel, and other employees need to be comprehensively measured and assessed over time.
Tracking any new or seasoned agent’s quality performance requires a consistent evaluation process. Internal goals and training should be aligned with a resident standard or index to ensure agent efficiency scores act as a predictive indicator to customer satisfaction.
When agents are at different levels or at different locations, training and improving agents in the customer experience can be a challenge to maintain. Contact centers continually need to: internally communicate new procedures or promotions at a moments notice, make the optimum use of low-call volume time, and equip agents to self-assess their performance on-the-fly.
To assess, track, and improve the agent’s performance, the Engage Contact Center Suite from TelStrat provides:
Engage Score evaluates each agent with a consistent and enterprise-wide score. Simple administrative controls allow the department supervisor to customize and delegate the evaluation process to suit their preferences and environment, including specifying who can create a scoring form, who can score calls and who can generate reports.
Engage Coach aids the supervisor in identifying and evaluating call performance per call, per agent or randomly. If an opportunity arises for additional training or comments, the supervisor can send bite-size tutorials for downtime or electronic popup windows with notes of improvement. Engage Coach’s unique Alignment Index tracks an agent’s performance against resident experts and other staff to improve agent consistency enterprise-wide.