Ensuring that your call center agents are performing their best is one managerial task that requires careful planning. Open Access BPO gives a step-by-step procedure on how you can come up with performance goals that can motivate your agents to become more productive.
Benchmarks and key performance indicators (KPIs) serve as standards that can guide call center agents to be productive and meet expectations when executing the tasks assigned to them. As managers, setting performance goals must be done properly since the task can affect your agents’ morale and motivation to do better. When set too low or too high, however, benchmarks can cause them to either become unproductive or feel burnt out.
By establishing reasonable and strategic performance goals, your workforce is constantly geared up to give its best. Ultimately, this affects the quality of output of your call center support services. Here are some pointers that can guide you when establishing benchmarks for your call center agents:
List down the agent performance areas you want to constantly monitor and set the corresponding targets or metrics that you want your call center agents to meet. Some examples of assessment areas are call handling time, first call resolution, call quality, schedule adherence, and customer satisfaction. Consult with your agents and present to them the initial KPIs you’re planning to use. Ask for their opinions regarding the benchmarks. This process can result to the entire team working together to come up with measures that can help the entire group.
KPIs must always be set within the capacity of your workforce. When benchmarks are set too high, the inability to meet expectations can cause agents to feel frustrated. Worse, it can create the mindset that it doesn’t matter if they don’t meet the set quotas or metrics, since they’re too unrealistic to begin with.
In order for your agents to appreciate your quality assurance efforts, you need to explain to them why you’re setting goals and why certain metrics are used as final benchmarks. Show them how meeting these goals can build up an image of credibility, quality work, and timeliness for the call center. To ensure they’re motivated by these goals, you can also ask your agents to share their opinions as to why meeting expectations is important to them.
It’s important that you show and convince your agents that the goals can be met if they do things properly. Hence, give them some strategies and techniques on how to perform their tasks effectively. This reinforces their confidence in meeting the benchmarks. They can then select which methods work for them or even come up with their own plans to become more productive.
Agent evaluations are not just all about monitoring the agents performance. You must also be sensitive to hints indicating that there are things that need to be changed in your evaluation process. Some metrics may no longer motivate agents as much as they used to, so you need to adjust them accordingly. You may also discover issues, such as the need to acquire new resources or improve training efforts, when evaluating agent performance.
Setting performance goals is a managerial responsibility that can impact your team’s productivity level. They must be used to calibrate and improve the skills and knowledge of your agents. By studying trends in your evaluation reports, you can now have a better overview of the strengths and weaknesses of your call center. This leads to implementing efforts that will correct the problematic areas of the organization.