How Interaction Analytics Rockets Agents to the Top of the Leaderboard
Blog Editor’s Note: This is second in a series of three blogs, written from the perspective of how supervisors and agents are affected using a traditional quality management system versus one powered by Interaction Analytics.
No Two Calls are Alike
Agents never know exactly what’s coming on the next call. No two customer calls are exactly alike, and each situation has to be dealt with on an individual basis. That’s why a lot of frustration can arise when, despite handling hundreds of interactions per month, they’re assessed on only five randomly selected calls. More frustrating than that, they’re often coached against the topics the company has decided should be good for the whole group, versus what are relevant to the individual.
The reasons behind this have been well encapsulated by the supervisor in the last posting. There is simply no effective way to have access to 100% of an agent’s calls, sorted by a topic or behaviour, so that a supervisor can readily assess which areas an agent struggles with and coach to those issues. Correction – there was no effective way prior to Interaction Analytics.
Outdated Methods. Unwanted Results.
With Interaction Analytics I’ve seen companies transform the quality management process and watched the effect it’s had on agents first-hand. Without Interaction Analytics, the process went something like this:
An agent comes in for their review. The supervisor presents him or her with a call to listen to, and gives an assessment. The call was an odd example of something that happened once or twice, and not indicative of their overall behaviour. The agent asks to hear other similar examples but the supervisor cannot produce any.
However, the agent realises that they’re struggling with a different call type. This is amplified when it impacts their monthly bonus, and so the agent asks the supervisor if they can help by providing some examples of calls from other agents who handle this issue well so they can learn from them – best practices if you will. The supervisor is stumped, and says she will try to find some but will have to spend some time looking.
Unfortunately, the supervisor isn’t able to spend enough time delivering targeted coaching to the agent, as most of her time is spent searching for relevant calls to both review and, if she’s lucky, to use for best practices. The agent continues to struggle, misses his or her bonus payments, gets disillusioned, doesn’t feel valued by the company and eventually leaves the position, creating turnover.
A New Approach
Compare this to a company I saw that had deployed Interaction Analytics. This company created two comparable groups of agents, one who was managed using Interaction Analytics, and one who was not. The team managed with Interaction Analytics quickly shot to the top of the “leaderboard.”
How? It’s simple.
Agents were scored against 100% of their calls, against metrics that were set to reflect corporate goals, so instantly a more fair performance review was created. Supervisors were quickly able to pinpoint which exact metrics agents struggled to meet, so coaching went to the most impactful areas for each individual. And because the calls were categorised by type and readily available, supervisors didn’t have to search for interactions that were relevant for coaching and had more time to deliver the training. Said one agent, “I think [this solution] is very good, it helps highlight aspects that I can look to improve on that I was not aware of previously.” Critical coaching could be delivered on a weekly basis, and sometimes short daily sessions were also delivered. Bonuses were achieved, the attrition rate was the lowest in the business, and the company’s bottom line improved.
What I believe is this- the majority of agents want to do the best job possible. To do so, they need to understand where they excel and where they struggle. They can learn from their peers and from their own calls, if given good, personally relevant examples and targeted coaching. Interaction Analytics is what allows supervisors to make this possible.[Photo: Wikimedia Commons]