Evaluate – 5 Easy Ways to Improve Agent Performance in Your Call Center (6 of 6)

It’s the end of this series of six posts on the 5 easy ways to improve agent performance in your call center.

As you’ll recall, the first post addressed your PMA.

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headline=”%20Conducting%20an%20assessment%20of%20the%20current%20conditions%20of%20your%20call%20center%20begins%20the%20strategy.%20%20″]%3Cp%3EOnce%20you%20have%20established%20a%20rhythm%20to%20your%20PMA%20and%20are%20successfully%20employing%20it%20as%20a%20call%20center%20supervisor%2C%20the%20next%20step%20is%20to%20incorporate%20an%20agent%20performance%20strategy%20in%20your%20call%20center.%20%20The%20previous%20four%20posts%20have%20outlined%20the%20high%20points%20of%20such%20a%20strategy.%20%20%20Conducting%20an%20assessment%20of%20the%20current%20conditions%20of%20your%20call%20center%20begins%20the%20strategy.%20%20You%20are%20wise%20to%20conduct%20your%20own%20assessment%2C%20regardless%20of%20the%20convenience.%20%20It%E2%80%99s%20usually%20not%20convenient%20to%20conduct%20a%20comprehensive%20assessment%20while%20you%20are%20doing%20the%20fifty%20other%20tasks%20on%20your%20list%2C%20but%20it%E2%80%99s%20vital%20to%20your%20overall%20success%20as%20a%20supervisor.%20%20Knowing%20where%20you%20are%20and%20where%20you%20want%20to%20go%20with%20your%20call%20center%20requires%20a%20comprehensive%20assessment%20done%20by%20or%20closely%20overseen%20by%20you.%20%20The%20process%20of%20discovery%20and%20hands-on%20understanding%20of%20the%20dynamics%20in%20your%20call%20center%20can%20only%20be%20intimately%20assessed%20if%20you%20are%20closely%20involved.%20%3C%2Fp%3E%0A[/step][step 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headline=”Aligning%20your%20plan%20with%20corporate%E2%80%99s%20plan%20is%20the%20first%20consideration.”]%3Cp%3EOnce%20the%20assessment%20is%20completed%2C%20developing%20a%20plan%20is%20the%20next%20step%20in%20your%20strategy%20for%20improving%20agent%20performance%20in%20your%20call%20center.%20%20Aligning%20your%20plan%20with%20corporate%E2%80%99s%20plan%20is%20the%20first%20consideration.%20%20If%20corporate%E2%80%99s%20plan%20is%20unclear%20or%20nonexistent%2C%20taking%20reasonable%20steps%20to%20increase%20profits%20and%20cut%20costs%20effectively%20will%20fold%20in%20to%20corporate%E2%80%99s%20desire%20to%20increase%20profits%20margins.%20%20So%2C%20coordinating%20your%20management%20team%20and%20your%20agents%20into%20an%20effective%20plan%20maybe%20more%20challenging%20and%20more%20important%20than%20getting%20corporate%E2%80%99s%20attention%20in%20this%20step%20of%20the%20process.%20%20%20Look%2C%20managing%20up%20has%20it%E2%80%99s%20limitations%20and%20you%20can%20only%20get%20so%20far%2C%20correct%3F%20%20Therefore%2C%20make%20sure%20you%20focus%20your%20precious%20time%20where%20it%20can%20be%20most%20effective.%20%20After%20all%2C%20that%E2%80%99s%20what%20you%E2%80%99re%20hired%20to%20do.%20%3C%2Fp%3E%0A%3Cp%3EThe%20next%20step%20includes%20implementing%20an%20effective%20plan%20that%20will%20improve%20agent%20performance%20in%20your%20call%20center.%20%20Forecasting%20workload%2C%20calculating%20staff%20requirements%2C%20staff%20scheduling%20and%20managing%20daily%20staffing%20and%20service%20are%20the%20key%20components%20to%20be%20considered%20in%20plan%20implementation%20in%20your%20call%20center.%3C%2Fp%3E%0A[/step][step 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Use your evaluation of the processes to improve agent performance in your call center as a tool.  As you have incorporated a supervisory management process that is akin to the process described in the last six posts, you will be able to reach the goals that your corporate office has set for you or the margins you expect to hit.  Keep in mind that those margins are governed by your ability to manage your own PMA, and to accurately assess, plan, implement, dialogue, and evaluate the performances of your managers, agents and processes of your call center.

For your reference here are the previous post in this series:

  1.  5 Easy Ways To Improve Agent Performance In Your Call Center (1 of 6)
  2. Assess – 5 Easy Ways to Improve Agent Performance In Your Call Center (Post 2 of 6)
  3. Plan – 5 Ways to Improve Agent Performance in Your Call Center (Post 3 of 6)
  4. Implement – 5 Ways to Improve Agent Performance in Your Call Center (Post 4 of 6)
  5. Dialogue – 5 Ways to Improve Agent Performance in Your Call Center (Post 5 of 6)

I hope you enjoyed this series, if you did please make sure to share this article (and others) and or leave a comment below! 🙂

To Your Success,

Greg Meares

 

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About the Author: Greg Meares

As a Sr. Consultant for Performance Connections, Inc., Greg's primary objective is to provide value to organizations that are focused on raising brand awareness. Additionally Greg works on improving the customer experience, through business process re-engineering, and call center best practices. Greg is an industry expert and is often called upon to provide his analysis and solution oriented approach to improving performance in the BPO and Call Center industry.

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