How to Improve Your Call Centre’s Metrics

Having a difficult time tracking your team’s performance? Here’s how…

Monitoring the performance of your agents is very important. This is one way you can gauge their improvement and how you can reward them. When creating a monthly scorecard, make sure your metric is clear, accurate, and fair to all agents. Letting your team members know about their performance can not only help them see the areas for improvement. This is also a good motivation tool, which allows them to create another goal for the following months or years.

• Focus on the improvement rather than the result itself

When giving out the scorecards, team leaders and supervisors should discuss every aspect of the result. Keep in mind that the main purpose of this is to help the agents identify their weaknesses. Discuss with them on how to improve their scores. Reward those who have been consistent with their scorecards to motivate others. 

• Reinforce the importance of your metrics 

Make it clear to your members that the individual contribution is to the overall objective of the whole team. This is why they need to excel in every aspect of their daily tasks. Providing discussion logs and incident reports are also crucial. Always remember that these are sensitive issues. By now, you should know how to address your team. Keep in mind that each member has different personalities and may have different views regarding this. 

• Establish goals among different teams 

One way to refuel competitiveness around the office is to establish the same goals among different teams. Create a “Leader Board” so everyone can see their performance and how far they are to reach the goal. You should also make a deadline for every goal. 

• Anticipate the changes for KPI

While having a concrete formula to compute the KPI is important, you should also anticipate the changes you need to make. Keep in mind that the company’s objectives may vary in a span of time. Business growth is one of the biggest factors for these changes. In time, each should contribute more to sustain the requirements of the company. 

• Reward those who are deserving 

Rewarding your agents is very important to motivate the whole team. It shouldn't always be monetary. Simple praises or pat on the back for a finished project is one of the best rewards an employee can receive. Let them know how valuable they are to the team. Be creative when giving rewards. In most call centres in the Philippines, they usually have discount cards or concert tickets for those who are consistent with their performance.   

Call Centre Progress Forecast

Today, BPO companies are booming, encouraging many expats to invest more in the Philippines. Other than cost efficiency, many business owners are overwhelmed with the quality of work they are getting. In this post, we will take a look on how the call centre might look like in the future. 

• Bigger competition among outsource providers:  As we talk about the future, many experts are projecting a cutthroat competition among service providers. Every entrepreneur in the BPO industry is doing their best to improve and modify their system for better recruitment and business flow. Your facilities and equipment can also be a huge factor. As we all know, everything is fast and becoming more and more advanced. 
• The forecast: Complex problem solving?: According to BT survey, 53% of business professionals are saying that the call centre industry would be largely focused on complex problem solving. This means dealing with the concerns that cannot be resolved through self-service options. In line with this perspective, you need to train your agents to be more versatile. There will be more functions and roles to every team member. Your managers should also be more vigilant to avoid discrepancies. 
• Importance of culture and work environment: Recent survey findings also show that call centre offices will still exist for a long time. According to experts, clients find it more valuable and gives them more confidence to work with agencies or companies that have their own offices and facilities. This is mainly because they can focus more on the accounts or campaigns they are handling and there are more risks imposed when you hire a team working from home.: While technology is taking place for people who work from home, the cultural mentality of the industry still becomes more important. 
• Better collaboration and communication in the year 2020: While most call centres in the Philippines are getting more and more systematised in handling multiple accounts, there are still companies having problems with their flow. This is because of lack of unity between shifting teams. This makes it more difficult to find the right information for their customers. 

This is about to change when call centre agents start to take advantage of the new advanced tools like Deep User Profile Content—this is an enterprise-wide directory for better profile and content collaboration. This tool may also be transferred onto mobile devices, marking a huge step in presenting a more proficient and better image to the customer as we head towards the future!