Richard Snow's Analyst Perspectives

Snowfly Motivates Agents To Improve Performance

Posted by Richard Snow on Nov 27, 2010 10:27:01 AM

I have often seen evidence that contact center agents’ performance is strongly influenced by the key performance indicators managers use to judge, and often reward, their performance. In one extreme example I found that agents in a high-value-customer service center were rewarded if they kept the average call-handling time below two minutes. This sounded positive until I uncovered the common practice of agents dropping calls as soon as they reached two minutes, regardless of whether the customer’s issue had been resolved. This and other observations lead me to conclude that agent performance metrics should be chosen carefully, as companies will reap what they sow, and that companies must positively reinforce performance so agents deliver on the chosen metrics.

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Topics: Human Capital Management, Call Center, Customer Performance Management (CPM), Snowfly