The perfect customer care agent is high-performing and engaged, at least according to managers but how does this fare against reality?
However, in reality, we’re capable of observing multiple ranges of performances from low, to average and finally high. Agents are doing the same job, but their performance varies so much simply because they’re all different people and we’re evaluating them with the same metrics. It’s natural that some will lag behind while others will excel above their peers.
Considering that everyone is different and has a plethora of experiences and expectations maybe the managers themselves should opt in for a unique personalised approach – recognise all these differences and accept them. Focus agent development and training around those, this will help tremendously with performance.
Personalise agents coaching sessions, adjust them to their needs and performance level.
In order to reach peak performance use these 5 steps.
Everyone has a job description but most of the time those are ignored or even forgotten about completely. Someone once told me “My job description is like a fairy tale; In a filing cabinet far, far away”. Dust the job description off, it is the most common denominator of your agents. It’s the best starting point, in won’t help you with performance issues but will let you learn what expectations your team has.
Put that knowledge to good use.
Make sure all the agents in your contact centre are on the same page when it comes to performance expectations. The job description is a great starting point, but each team member can understand it in a totally different way and that is the way their performance will vary.
Communication is the basis of an effective team.
Agents need consistent metrics and performance evaluation methods those won’t substitute day-to-day coaching and performance management but will let you benchmark current performance and competency levels for each individual. You simply need to know what to tune up.
Pick the best tool to gauge their abilities and be aware of potential risks involved with each method.
Devise a plan
After carefully analysing each agent’s strengths and improvement opportunities, create a tune up plan. Create a custom made plan of action for each agent, do not generalise but make it relevant and specific to each person. The plan needs to be practical, be sure to include activities, online learning and company training.
Whatever you plan for your agents make sure it all ties down directly to the evaluation.
Implement the plan
Now the tune-up begins. The plan itself is a great topic for discussion between agents and managers, it will fuel their thirst for knowledge. No more wasted training and resources.
Your team is ready to reach its peak performance.
The cost associated with the aforementioned custom tune up is low while it provides great value. Tune up your staff and see them soar.