Ways to capture and record an agent’s overall potential
It is a common pitfall for contact centres to try and measure the granular elements of agent performance using highly specific KPIs, only to lose out on the big picture. KPIs like CSAT, FCR, and ASA might tell you about particular aspects of an agent’s performance but cannot indicate how good they are at their job holistically. This is where agent quality scores come in.
Quality scores are used by contact centres (primarily inbound) to capture and record an agent’s overall potential. Let’s quickly explore the concept further and discuss how you could go about using agent quality scores to improve performance.
You can define the agent quality score as a cumulative metric that encapsulates how different stakeholders in a contact centre perceive the agent’s performance and are satisfied with their interaction as per specific parameters. Typically, the score will give varying weightage to three components:
Manager/supervisor review could account for 50% or more of the total agent quality score, with the remaining two components together making up the rest.
To obtain an accurate scorecard, managers must rate agents on the following parameters:
You can break down each element into a variety of sub-questions, asking managers to score each agent working with them on a scale of 1-10 for every question. The average score across parameters, coupled with a similar average from customers and the agents themselves — as per the percentage weightage — will give you the total agent quality score.
Agent quality scores are an actionable metric, which means that we should use these numbers as a starting point for contact centre decisions. Observe places where the agent self-reports a skills gap, take customer feedback into account, and ensure managers provide a fair and objective review. These tips will help to gradually push up scores and improve overall performance at your contact centre organisation.