It is not an overstatement to say that managing a call center is a tough job. After all, call center managers are in one of the toughest sectors in customer service. The fact that customers nowadays are more discerning when it comes to customer service only adds to that stress.
The pressure to perform at a high level can sometimes bring out the best in management. In some cases, that very same pressure can force some managers to hyperfocus on metrics. In turn, managers can sometimes make mistakes when it comes to managing and coaching their teams.
This is a common situation in call centers around the world—but that doesn’t mean this has to be the case in your call center. With the help of all-in-one customer experience software, managers can avoid making the following management mistakes:
Limiting Your Data Pool to Just Customer Surveys
It’s only natural to place a premium on the data gathered on customer surveys. However, the average survey response rate ranges from only five to thirty percent. In other words, your data pool is severely limited if all you take into consideration are customer surveys.
Savvy call center management and executives understand that relying on just surveys means that they are making decisions with incomplete data. As a result, many of them have turned to CX software, such as Zacoustic, to include agent surveys and predictions to their data pool. This is a great way to see if your agents and your customers are aligned in terms of expectations, satisfaction, and quality of service. By adding these metrics to the data pool, management is able to fill in the gaps and make better training decisions and more efficient processes.
Placing Too Much Importance on One or Two Statistics for QA
What do you believe is the most important statistic when it comes to assessing the quality of an agent’s performance? In many cases, QA assessors place too much emphasis on one or two metrics like average call time. This narrow-minded approach towards agent performance can easily lead to misconstrued conclusions.
Keeping with the average call time example, an agent with an average call time of 6 minutes for a call type that generally lasts only 4 minutes may trigger a reg flag. At first glance, it may seem like the agent is struggling with the call type. However, if you take more metrics into account, you may discover that the longer call time is because the agent is walking customers through a process that has a 100% success rate for the customer’s issue. By taking other metrics into consideration, QA and management can make better decisions.
Forgetting to Acknowledge High-Performing Agents
Improving agent performance and efficiency is always going to be a priority. Unfortunately, there are times when QA and management tunnel vision on what isn’t working that they forget to acknowledge things that are working. Great managers understand that one of the best ways to keep their teams engaged and invested in improving is to acknowledge good performance.
Of course, acknowledging good performance isn’t just about keeping morale high. Regularly identifying high performers can also help management uncover new best practices to adopt. For example, identifying agents who excel at handling problematic call types is highly beneficial to the team. Bringing them in for a chat can give QA and coaches insight on what isn’t working in the current script and how they can adjust it to yield the same results as the star agent. As a result, coaching becomes more targeted and effective, which leads to better results for the entire team.
These are only some of the more common management mistakes that occur in many call centers around the world. Fortunately, there are now many all-in-one customer experience platforms that can help address these issues. SaaS platforms like Zacoustic can help provide accurate, real-time data to coaches, QA trainers, management, and executives. This helps provide better insights for smarter business decisions, as well as help keep agents happy and engaged.