Ways to Improve KPI Metrics in the Contact Center

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Contact centers maintain service level by relying upon key metrics. Some of these measurements revolve around how long a call might stay in queue while other times they involve agent handle time. An agent’s knowledge gap or skills are easily revealed through technology placed in the contact center to allow managers to measure KPIs otherwise known as Key Performance Indicators. Let’s look at a few ways to improve KPIs in a contact center.

Ensure Your Agents Are Taking Breaks at Appropriate Times

When an agent runs long for lunch or misses a shift all together it places added pressure on those employees who are trying to get calls out of the queue and answered quickly. The result? Customers oftentimes end up frustrated with longer wait times and agent absenteeism rates are increased.

Have the Agent Available with the Right Skill Set

Making sure you have agents scheduled who can handle calls quickly and efficiently with the appropriate skill set will affect a few KPIs. Firstly, when you have the someone who can solve a customer request first call resolution rises. Secondly, being able to quickly route a call to the appropriate person assists in decreasing the average handle time of calls. Both of these KPIs help increase customer satisfaction and maintain service level. You can easily solve these by utilizing a workforce management software program instead of manually scheduling on a spreadsheet.

Ensure Your Communications Platform Works Properly with Your Call Center Software

Your IVR or communications system needs to seamlessly integrate with your contact center software. Otherwise customers might hang up before reaching the appropriate contact, thus affecting your abandonment rates. Another issue includes the percentage of calls blocked. If your communication system is not equipped to handle enough calls then a customer may hear a busy tone instead of being able to wait in queue. By working with a vendor agnostic contact center platform, you can easily integrate call recording, quality monitoring and workforce optimization tools into your current communication system.

Give Your Agents and Supervisors Easy to Use Tools

Being able to ensure your customer satisfaction rates are high involves proper agent training and feedback. If an agent does not receive timely performance evaluations or coaching, then attrition levels and turnover sky rocket. It’s important for any contact center to have tools where both the agent and the supervisor can send and receive feedback in an efficient manner. This process starts with being able to easily search for calls. Many contact center software programs record phone calls. However, it becomes cumbersome to locate the call and then grade it for performance evaluations. Ensuring your supervisors can utilize a program with ease will allow your agents to receive the coaching needed to make them successful and decrease attrition.

If you are looking to upgrade or re-evaluate your current tools in your contact center CXM has been working with mid-enterprise companies for over 20 years. Our software easily integrates with the top PBX manufacturers and allows your end users to adapt to its functionality with ease. Check out more information through other blog posts such as Using Data to Enable Your Employees to Perform Better and Agent Training is a Never Ending Story. You can also reach out to us directly here!

Using Data to Enable Your Employees to Perform Better

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Quality control is key for contact centers to be able to provide a great customer experience. Maintaining quality can be a cumbersome task without the right processes and tools in place. The key is to automate those processes to give agents real-time feedback. Software assists in automation allowing organizations to operate more efficiently.

One of the fundamental ways to develop better agents begins with data. Without data there isn’t a way to measure results for improvement. Performance evaluation is more effective when there is proper scoring in place. Having a software system with flexibility makes this easier. You can watch our webinar on Quality Monitoring here to learn more about how CXM helps companies with agent coaching, training and performance evaluations.

Once you have automation tools in place, then ask yourself:

  • How can we free up quality teams to bring more value for our company?
  • How quickly are we returning feedback to agents?
  • Can your agents score themselves?
  • How are we pushing training materials to help fill gaps after giving a performance evaluation?
  • What kind of reports are we able to pull?

Quality monitoring doesn’t have to be a headache if you automate as much as you can to give your supervisors time to work with your teams and maintain service level. Your organization can improve employee engagement while also lowering attrition. If you are looking for more about performance evaluation check out our webinar on Best Practices in Quality Monitoring.