Optimize Call Center Employee Performance

How well are your employees carrying out their daily tasks managing the operational challenges?

How proficient are they in providing optimum customer support in your call center?

Do they require training and development?

Answers to all these questions can be accumulated once you generate employee performance feedback and measure the quality metrics. Many call center organizations are utilizing the top-rated workforce management software solutions to acquire all these objectives and build up a productive workforce.

Forbes studies have shown that 29% of employees believe that employee management software allows them to know where they are standing. It gives a clear insight into employees’ performance, helping them to make improvements in their work performance. This event has a significant impact on the employee’s health.

Besides using the call center quality assurance software to evaluate the quality of work, employers are now smart enough to change the work strategy. They are improving the employee base so as to boost the brand performance and eventually the customer experience.

The software solutions we mentioned above have an algorithm to measure the productivity of the individual along with that of the team. It calculates employee efficiency helping the brands with a multitude of perks.

Here in this article, we have divided the key metrics into several categories.

• Work quality metrics
• Team efficiency metrics
• Brand performance metrics
• Work quantity metrics

Fig: Key metrics for employee performance optimization

Let us unfold them one by one.

Work Quality Metrics

Management by objectives:

Management by objectives is a model that pays more attention to improving brand performance simply by converting the organizational goals into specific individual goals. The business goals thus depend on the objectives set by the employees, including the managers.

It becomes easier for the team to work according to the set goals and build reports accordingly. You can simply use workforce management solutions to manage the goals and make necessary evaluations.

Net promoter score:

Net promoter score (NPS) usually ranges between 1 and 10. It represents how frequently the customers recommend the company’s service and its agents to other potential clients. If the score reads 9 or 10, it signifies the client is highly satisfied with the service. They are considered as the promoters of the company. A better score represents better employee performance. This is the most significant metric for optimizing call center employee performance.

360-degree feedback:

When you are talking about boosting your workforce efficiency, you just can’t forget about generating feedback from peers, managers, supervisors, and of course, your customers. It is one of the best tools that can help in evaluating employees’ work on any particular subject. You can ask your colleagues, subordinates, and customers to leave feedback on individual employees. This gives you a multi-perspective view of your team’s performance, skill sets, along with their weaknesses.

180-degree feedback:

Unlike the previous tool, 180-degree feedback is simpler and easy to access. This feedback system only deals with the reviews generated by the internal employees. Though the system has nothing to do with the customers, you can at least learn how well your employees are performing depending on the managers’ point of view.

Read more: How FAQ Software Manages Employee Queries? Learn The Absolute Benefits

Work quantity metrics

Call handling time:

Call handling time defines the time taken by the agents to pick up the phone before the call is disconnected. It shows how speedy the employees are in their job.

First-call resolution:

First call resolution rate defines the number of issues that are solved without escalating the problem. The higher the rates, the better the agents’ efficiency in addressing the issues. You can simply use artificial intelligence solutions to make evaluations.

Average call abandonment rate:

Call abandonment rate signifies the number of callers who disconnect the call before the agent reaches the concerned customer. High rates portray the inefficiencies of the team and so the brand.

Average time in queue:

You may not find this metric directly relatable to your employee performance. But surely this influences the business strategy. The average time in queue defines the total time the callers spend in long call queues. The rate defines how badly this impacts the customer base. The higher the rate, the lower the team’s efficiency in handling the customer issues on time.

Team efficiency metrics

Calculating the team efficiency of your organization is necessary when you are expecting your team to grow and build high productivity. The metrics we mentioned above are surely going to help you in the long term. Besides these, you need to keep a balance between quantity and quality. The standard score for maintaining balance is 16. Though it is hard to achieve this balance, companies are manipulating and optimizing their employee work strategy along with the performance review practice for better proficiency. While you integrate the call center quality assurance software into your business strategy, you must not forget about the WFM software solutions.

Brand performance metrics

Revenue per employee:

Revenue per employee is calculated as total revenue generated by FTE (Full-time equivalent). It measures the revenue generated by individual employees. The metric is definitely a great concept to benchmark companies. Checking out these metrics enables employees to grow faster, which definitely creates a better impact on an organization.

Profit per FTE:

This is something similar to the previous metric. Once you include workforce management software solutions in your business process, you can derive this metric. The company’s profit matters a lot, and it is evaluated by calculating total revenue minus expenses. The higher the profit, the better the organization’s financial health will be.

Human capital ROI:

Human capital ROI is another significant metric that evaluates the value of human capital that involves knowledge, personal attributes, social attributes, and habits. You can calculate this by dividing the revenue by total number of compensation and the amount spent on individual employees. The ROI defines how well the company is improving its financial health with the involvement of talented individuals.

Overtime per employee:

Overtime per employee is another employee performance metric that requires special attention. When you are talking about overtime, the performance of the team often deteriorates. You must keep on assessing the overtime rate to learn whether the staff is overworked and under pressure. The better you learn about your employees, the better you can handle their issues and retain them.

Finishing up

Creating real-time reports and analyzing the above-mentioned metrics help businesses to make better data-driven decisions on every aspect. On the one hand, it boosts employee efficiency in handling customers, while on the other hand, it enables the business to meet the required goals.

Workforce management software solutions are known for their effectiveness in making the goals more tangible. Neither you need to invest in hiring more and more experts, nor do you need to break your bank accounts on sophisticated platforms. The performance chart is enough
to determine the talents and boost their quality through training and development programs.