Consider Boosting Agent Performance with Monthly Challenges

It’s a challenge to most contact center managers to keep performance standards high. Even if you do all the right things – adopt an effective performance management solution, train and coach properly and provide incentives – there are times when agents’ performance never seems to move forward. You’ve tried implementing a comments program, you’ve tried being a better listener, and you’ve coached until you drop. Where to next?

Many agents find their performance flagging when they’re bored, and let’s face it: the contact center can be a somewhat boring place. Agents, like all other workers, periodically require new challenges. In a recent blog post, workforce optimization company Monet Software (News - Alert) recommends that call center management change up the goals and rewards.

“Every month, concentrate on one specific goal where improvement can be made,” according to Monet. “If you can get all of your agents and coaches and trainers focused on the same mission, the odds of success are greatly enhanced.”

How Do You Pick Your Challenges?

Since it doesn’t make sense to focus on areas where you’re already doing well, look at your organization’s metrics and determine specifically where you feel improvements can be made.

“Perhaps start with a specific KPI – first call resolution, or average speed of answer,” wrote the Monet blogger. “For an outbound call center, the goal would be a general increase in sales, or the promotion of one specific product or service. You can also solicit suggestions from your team. Ask them if they had a magic wand, what change would they like to bring about. If their answers coincide with the goals of the business, schedule them for a monthly challenge.”

Communicate the Goal

Once you’ve set the goal, help agents understand the point of the exercise, and some ways they can improve on their performance to rise to the challenge. Ensure you keep track of the results in real-time, or at least weekly, so agents can see how they’re doing and boost their performance if necessary. (There’s nothing wrong with a little competition!)

Finally, ensure you’re rewarding the agents who meet or exceed the challenge. This will add a little excitement to the exercise and prod agents whose performance may be underwhelming into seeing a little payoff for their efforts.

Edited by Maurice Nagle