With hundreds of different performance indicators available, the customer contact center industry is certainly one of the most evaluated.
While the data can allow for a more effective control of the quality of interactions and costs, it can also have a detrimental effect on the commitment and satisfaction of agents. A 2002 study by Holman, Chissick and Totterdell demonstrated to the collateral effects of these measures. In compiling the responses of a survey completed by over 347 agents of contact centers, the researchers found that the performance indicators have a positive effect on the welfare of the agents when they are clearly defined and are accompanied by regular feedback. Moreover, when it is shown that the indicators have a beneficial impact on the development of agents or on customer service, the anxiety levels decrease, and satisfaction increases. Conversely, if the perceived intensity level of the measurement is greater, satisfaction decreases and stress and anxiety increase.
Implement only 5 Agent KPIs
Clear, legitimate and meaningful indicators are welcomed by agents. But be careful not to abuse them. Too many indicators or too much emphasis on them will have a negative effect on the satisfaction and well-being of employees.
1. Adherence to the Schedule
The very least that can be requested from agent’s is adherence to their schedules. This is essentially, the agent’s punctuality. This measurement, as simple as it may seem, is not always evaluated, however it can have an enormous impact on the coverage requirements for the day. To find out how to calculate this indicator, see our article on adherence and compliance
2. Compliance to the Schedule
Likewise, the agents must also respect the number of hours planned in service or handling customers. This indicator, as well as adherence to the schedule are crucial to ensure the proper implementation of schedules and the coverage requirements.
While many attempts to combine these two indicators, it is important to measure them separately! Check out our previous article for more information.
3. Average Handling Time
The average handling time for calls is a very well-known CCC indicator. i3vision, however recommends using the handling time only to detect anomalies and for training purposes. The handling time should not be attributable to the agent.
In fact, it is inconceivable to impose on the agent to offer a top quality of service while finishing the call in less than 3 minutes, for example. The agents find themselves juggling between two conflicting objectives. A study from the University of Quebec in Montreal demonstrates, moreover, that this situation is a major source of stress among agents.
4. The Transfer of Calls/Contacts to Supervisors
Transfers to supervisor or other colleagues is an indicator that is gaining popularity. It assesses the ability of the agent to complete the call or contact. In addition, it is an easy way to identify potential training needs.
5. The Quality of Service
Although service quality is more difficult to measure, this is a very important indicator to ensure the consistency of the service delivery, as well as the continuing education of agents. This indicator, however, must be accompanied by concrete and constructive feedback sessions during which best practices and initiatives will be encouraged, and the expectations of the organization, in terms of quality of service, will be clarified.
Once the contact center has a well-structured quality management process, agents will place much more importance in exceeding the service quality goals for all their calls/contacts.
Important Facts to Remember
- Ensure that all indicators and their targets are coherent and comply with the strategic directions of the organization;
- Clarify the objectives, the indicators and the benefits thereof for the agents and the organization;
- Accompany the performance management program with regular feedback sessions.
- Clarifier les objectifs, les indicateurs et les bénéfices de ceux-ci pour l’agent et pour l’organisation;
What to Avoid
- Multiplying the number of performance indicators. Limit the number used;
- Evaluating the agents according to the handling times of their calls. It is possible that, by using more time, they will achieve a better resolution to their calls;
- Combining adherence and compliance in a single indicator. They must be measured separately. Just because an agent is in compliance doesn’t mean he/she is in adherence.
I3vision can assist you in setting up your agent dashboard, target coherent indicators and objectives as well as structure your quality/performance management program. Contact us today.