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.