Any call center or customer service department is only as good as the people running it. If your employees — at any level — are performing below expectations, this affects the entire experience customers have when they reach out for support.
Working to identify any problems and taking action to fix them is critical. We know a quality assurance campaign is fundamental to any successful call center or customer service department’s everyday operations, but what about a performance campaign?
This provides your agents, team leaders and admins with their own dashboards in your QA software, allowing them to view key performance data related to their (and their colleagues’) activities. The results of your performance campaign will equip you and your management team with the insights you need for team members skill improvement across your entire workforce.
Managing Performance Data for Your Team
A good performance campaign makes managerial decisions much easier: managers, team leaders and admins can all collaborate to determine the most effective team members skill improvement strategies.
This is usually achieved through a steady routine of feedback, coaching and targeted training, tailored to suit each worker’s unique strengths and weaknesses. QA software helps streamline the entire team members’ skill improvement process, enabling feedback, coaching and training to be delivered at employees’ workstations, minimizing disruption to their schedule.
One of the most important aspects of setting up Playvox performance campaigns for your call center or customer service department is adding users. Campaigns may be arranged by teams to keep things simpler, but each user should have their own access rights and restrictions to ensure they only interact with relevant data.
For example, agents should only be able to view information relating to their own performance and goals, and that of their team. They shouldn’t have access to colleagues’ coaching sessions either, nor historical data about other people’s performance.
Team leaders generally depend on having access to team data in their performance dashboards, covering their agents’ coaching sessions, historical information and more. But they shouldn’t be able to view another team’s data.
QA analysts need access to historical data relating to quality evaluations and interactions to be reviewed, but not to employees’ performance dashboards.
Admins, on the other hand, require comprehensive access to all employees’ historical data, the means to manage users, integrations with tools and more.
Configuring users’ respective rights and restrictions can take time, but once everything’s in place you can start taking action based on performance data. Team members’ skill improvement will be gradual but effective.
Performance Problems and Taking Corrective Action
Agents, team leaders and QA analysts alike all have their own jobs to do, and their performance is vital to the success of your call center or customer service department. You’ll have to make managerial decisions to provide each with the right improvement strategy, overcoming their flaws and driving improvement to benefit your customers in the long run.
Let’s take a closer look at what this means.
Agents are generally the lower-paid employees in a call center or customer service department, and yet they’re the people making direct contact with consumers on a daily basis. Their work is pivotal to your ongoing success: even just one bad interaction may be enough to chase your customers away to a competitor.
And, of course, if this happens often enough, your customer base will continue to dwindle — until there’s nobody left. A PWC survey reveals 59 percent of consumers will leave a brand they love after multiple bad experiences, while a surprising 17 percent will do the same after just one bad experience.
Your agents’ performance can be affected by various factors. Perhaps they lack the product knowledge to provide accurate support. Maybe they’re unmotivated to give more than minimal effort. Or they could simply have no idea what the business’s goals and values are, making it hard to actually represent the brand properly.
Whatever the issues, quality assurance evaluations make it easy to pinpoint them and make effective managerial decisions. Agents’ performance dashboards will contain the most important KPIs relating to their service, usually with five or six making the biggest impact on customer experience. These may include Customer Satisfaction Scores, Net Promoter Scores, Average Handling Time, Abandonment Rates etc.
Management, team leaders and admins should design feedback, coaching and targeted training to improve these KPIs. Training may focus on following scripts properly or making an effort to engage the customer more. Providing agents with access to historical interactions can reinforce training’s effectiveness by showing them specific areas of concern too.
Team leaders are responsible for supporting, encouraging and motivating their agents — and performance campaigns help them do this.
They can make managerial decisions and create coaching sessions for their agents based on quality assurance data provided by QA analysts. Each agent will have their own areas to focus on, and team leaders can create custom coaching sessions featuring unique goals, driving team members skill improvement.
Setting coaching sessions up is easy, and there are numerous ways to tailor them to suit specific purposes. For example, coaching forms allow you to cover multiple coaching types (General, Performance, Quality), scorecards based on phone, email or other monitoring types, and provide the agent with their individual objectives.
Team leaders can track agents’ progress over set periods to gauge their success. If further attention is required, the performance dashboard will show it.
Quality assurance analysts have their own targets to hit, just as agents do. Your call center or customer service department needs to have a certain number of evaluations performed on a regular basis to keep improving employee skills.
If analysts fail to keep up with demand, or to follow the guidelines established in QA calibration sessions, the overall standard of agents’ performance could suffer.
While analysts have no access to agents’ performance dashboards, they are still subject to their own performance reviews. The Playvox Workloads tool allows admins and managers to assign evaluations to analysts, track their progress and take steps to improve their performance as required.
Feedback, coaching and training may all be necessary to help them achieve goals on a regular basis. Never assume they’re doing the absolute best job they can just because they know what makes or breaks others’ performance.
Quality assurance evaluations provide the data you need (based on your chosen KPIs) to create coaching and training strategies for each agent or team. And performance campaigns aid these important managerial decisions.
Setting performance campaigns up offers management teams a wealth of configuration options, to cater to specific needs and issues. Tracking progress and taking further action to keep improving skills will become just another part of managing a successful workforce.
And your customers will continue to enjoy a quality experience that keeps them coming back again and again. This should always be your priority.
Have you set up your own performance campaigns to improve employee skills? What results have you seen of using performance dashboards to track progress? Let us know below!