Before they can improve their operations, contact centers across the country have to carefully monitor not only their overall performance, but the individual performance statistics of each phone agent they employ.
To this end, many contact centers use scorecards to condense a complicated list of key performance indicators (KPIs) into a short, easy-to-administer and evaluate performance report. These reports can be shared among a contact centers supervisory staff to help them make effective decisions for guiding employee training.
When adopting automated agent performance assessment technologies such as predictive voice analytics, its important to be able to effectively move from manual scorecards to using automated ones.
How can you migrate from manual scorecards to automated scorecards with voice analytics? Here are a few tips to help you out:
1: Understand the Goals of Each of Your Measurements
The first thing youll need to do when migrating from manual scorecards to automated ones is to carefully review your manual assessment methods and compare them to the metrics that your automated scoring system can assess.
Adapting your scoring to metrics that you use which are already a part of the automated scoring system is, naturally, easy. However, if you use metrics not measured by the analytics software you use to automate assessments, then making this adaptation might be difficult. In doing so, it is important to keep in mind the goal of each of your measurements.
Here, you may need to reassess the metric and classify it into a broader category or perhaps modify what is measured automatically. As noted in the Pelorus Groups brief on Creating the Mission-Driven Scorecard, there are four basic categories of performance metrics: Customer Delight, Contribution, Performance, and Business Insights.
For example, say that you were measuring screen skills as a metric, measuring how effective an agent is at navigating computer menus to provide service to customers. This measurement may have been a component that your training department wanted to know but if automated scorecards allow you to gain a holistic view into the customer service experience it may no longer be relevant to measure. Always keep the goal in mind when reviewing and modifying your scorecards.
2: Re-Tasking Your QA Personnel
One of the great things about using an automated phone agent performance assessment tool to evaluate your contact centers employees is that you can get far more thorough assessments of employees faster and with less time invested on the part of your QA personnel.
Rather than having QA personnel spend the majority of their day listening to recorded calls and manually filling out assessments, you can give these personnel new priorities.
For example, you can take a few QA agents off of the review process to focus on providing targeted coaching for phone agents that your assessment tool identifies as needing help. This allows you get more training done in a shorter period of time, helping drive improved performance.
3: Updating Scoring Effectively Based on New Findings or Requirements
As your contact center continues to grow, chances are that the scoring metrics you use will need to change as well to keep up.
You may find that a metric you were using isnt affecting your business success as much as you thought, or new requirements might be put in place because of changes to the laws governing your contact center. In this case, it may be necessary to reduce the weight of one metric, or to change which metrics you monitor.
Alternatively, you might find that one metric is more important to your contact centers success than initially thought. In this case, you may need to increase the weight of this metric on your automated scorecard.
Keeping up to date with your metrics even after adopting an automated scorecard tool is vital to building your contact centers success.
4: Make Sure Your Scoring Data is Easy to Understand for Everyone
With automated scorecard tools, its tempting to create an over-complicated scorecard loaded with every kind of data you can collect. While this can provide a deep level of insight into agent performance, it tends to make for a difficult-to-read scorecard.
In many cases, its best to focus on 10-12 metrics that make the biggest impact on performance and use that information on the scorecard. This helps make the scorecard less cluttered and easier to understand for every member of your contact centers hierarchy.
The benefit of this is that when such scorecards are used as part of an agents performance assessment, that phone agent will be able to see why they need to undergo training. This helps reduce resistance to training initiatives and make agents more compliant.
These are just a few suggestions that you can use when migrating from using manual scorecards to automatically-generated ones that are integrated with employee assessment tools such as predictive voice analytics. Learn more about these tools today by clicking below to view our Agent Insight case study!