Contact center leaders care about their agent performance metrics for many reasons. Employers depend on their agents to deliver a quality consumer experience with each interaction, resolve problems, offer advice, and answer questions to the high standard buyers expect.
From ROI to forecasting, customer experience to brand reputation, the list goes on. But contact center agents should also care about performance metrics, and there are many reasons why.
Do metrics work in customer service? Yes! And just a few simple statistics illustrate how. Of customers surveyed, 68 percent said they were likely to spend more with businesses providing a great service, with 27 percent willing to pay up to 10 – 20 percent more! And a staggering 80 percent of consumers will recommend companies to others after enjoying a good experience. These statistics prove the importance of an agent’s role in a contact center or customer service department, and why monitoring metrics can move the needle.
But results aside, there may still be a bit of pushback on the agent side. If employers launch a quality management program to evaluate the performance metrics from their contact center agents, there is a chance the agent may feel concerned about being criticized, or given objectives to achieve with no real understanding of why they matter.
However, there are many reasons why contact center agents should care about performance metrics. Let’s explore.
How do agent performance metrics affect their job?
1. Proves Agent Value to Employers
Businesses delivering a quality service to customers can expect an increased level of loyalty. They may even encourage buyers to spend more on their products and services, increasing ROI. And that’s key to how agent performance metrics affect their own jobs. Scoring well on agent performance metrics shows employers how valuable an agent is to their company. In other words, it’s data-based job security.
If an agent has positive interactions with consumers, attracting high Customer Satisfaction Scores and Net Promoter Scores, the resulting performance data will demonstrate happy customers that are likely to recommend the business to others. And that kind of contact center performance will make team leaders and managers happy too
2. Helps Build a Personal Skill Set for Future Employment
Whether an agent feels a unique passion for working in a customer service role or not, having awareness of their performance metrics can allow them to focus on what aspects of their work need improvement. Coaching and self-improvement training offered by employers will help agents become better candidates for other roles in their future.
Agent performance metrics deliver an objective evaluation of how a contact center agent is doing. Professional growth begins when we know our baseline! Armed with these details, driven agents can push themselves forward in improvement. This could mean potential promotions, finding work in other contact centers, or working within an entirely different industry. Agent empowerment starts with improving transferable skills, staying organized, and achieving goals.
3. Overcomes Individual Obstacles
An effective quality assurance program helps agents and teams unlock their full potential. QA analysts evaluate interactions to identify flaws in performance, providing team leaders and managers with the data they need to develop improvement strategies.
Some problems in agents’ performance could be personal tendencies such as shyness, poor organizational skills, or difficulties following directions. But none of these challenges are impossible to overcome! Agent performance metrics may help increase awareness of these personal tendencies and help agents push past them.
4. Builds Stronger Bonds with Colleagues
Contact center performance metrics are useful personally, to be sure. But they can also be a helpful tool for agents to build connections with each other! Every agent is responsible for their own success, and all agents combined are responsible for their team’s success. Performance metrics (and the resulting goals) can unify contact center team members.
Contact centers and customer service departments using Playvox can help to cultivate a more quality-focused company culture by creating healthy competition among agents, increasing awareness of shared goals, and encouraging open communication regarding self-improvement.
Our quality management software features a community wall that users at any level can share self-improvement advice, discuss which metrics they find daunting, and more. Over time, agents come to trust their colleagues and allow them to work synergistically.
5. Increases Agents’ Chances of Progressing
Paying attention to contact center performance metrics can help agents build a stronger personal skill set. This is an ideal starting point for agents who hope to progress through the ranks of their contact center or customer service department.
For agents who hope to achieve a promotion, performance metrics are priceless. Agents working on self-improvement will make them a stronger candidate for promotion, and equip them with awareness with reference to their contact center performance metrics.
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6. Helps Gain Recognition and Appreciation
Sitting at a workstation for hours each day, handling calls, live chats, or emails can be exhausting. So it’s no surprise that 88% of employees described praise from management as “very or extremely motivating.” Being complimented on a job well done feels good! We can all agree that a little positive feedback goes a long way. On the other hand, feeling as if leadership does not recognize your contributions can be extremely demoralizing.
The implementation of contact center performance metrics, feedback, coaching, and training invites more recognition from employers. How do agent performance metrics affect their job? When contact center agents are celebrated because of their achievements, it’s easy to see how metrics drive recognition and appreciation!
Playvox’s quality management software allows managers and team leaders to award Recognition Badges as a visual display of appreciation, so agents always know when they’ve been rewarded for various achievements. This drives motivation to keep team members working at their best and focus on scoring well on performance metrics, so they can receive other badges in the future. A stronger worth ethic will settle in the consciousness of the entire workforce over time, and result in an overall boost in engagement.
7. Agents Feel Rewarded
Recognition badges tie into Playvox Motivation. Each badge can be assigned its own Karma points value, meaning it contributes to an agent’s overall Karma score. Agents receive Karma points whenever they meet certain criteria or whenever a team leader or manager wants to reward them for a job well done. Earning Karma points brings agents closer to redeeming a reward of your employers’ choosing.
How does this work? Simply browse the Karma Store to find any affordable award and choose whichever is eye-catching. Gift cards, concert tickets, and gadgets are popular choices among workplaces. The potential to earn tangible rewards is another fantastic reason to care about agent performance metrics.
Agents can work with team leaders and colleagues to determine how they can improve their evaluation scores, provide better service, and earn bigger rewards.
Do metrics work in customer service? In a word, yes!
Performance metrics certainly differ from one contact center or customer service department to another. Each company has their own goals and values, which, in turn influence the metrics by which they measure employee performance. But this isn’t about controlling employees or identifying who is better or worse at their job. It’s about contributing to agent growth and helping deliver a better customer experience.
Which performance metrics do you find most challenging? Let us know!