Jaime Scott  |  August 8, 2016  |  Key Performance Indicators

Do call center management and agents speak the same language?

No matter what size your organisation is, communication is the key to successful call center management.

By its very nature, a call center is a hotbed of communications: agents interact with customers via phone, email and text; agents discuss issues among themselves; team leaders listen to calls and provide feedback; while communication training programmes deliver the latest practices.

Communication is unquestionably one of the factors of call center management that has the greatest impact on an agent’s performance. Team leaders need to be able to have conversations with agents that really drive home the aspects about their performance and behaviour that require improvement.

Get it wrong, and it has a negative impact on morale and performance; which ultimately affects the overall culture as it can leave agents feeling that they are being treated unfairly.

So good communications are vital at all times. Yet all too often when it comes to internal communications, such as relaying call centre management data, it can go horribly wrong.

According to a recent report, a staggering 20% of employees aren’t confident that their manager will deliver regular, constructive and coherent feedback.

“Spreadsheets give me a headache”

Even the most prudently prepared spreadsheet is likely to confuse someone who is unfamiliar with its layout and complexity.

The instigators of spreadsheets often forget that they have spent hours scrutinising their many facets and are very familiar with their workings; but to the occasional viewer they can appear as a mass of incomprehensible figures.

Consequently, performance data can present team leaders and agents with a mutual headache. This important data is usually at the centre of coaching conversations, so it needs to be understood by both parties. If it isn’t crystal clear, valuable insights can be lost, to the very detriment of their carefully defined objectives. Which begs the question: Are spreadsheets fit for purpose in a 21st century call center?

Bringing call center management into the 21st Century

In an age dominated by the need to absorb information in the quickest and fastest possible way, the decades-old spreadsheet is somewhat of a digital dinosaur.

It’s essential that team leaders and agents have a common understanding of the data that they are basing their assumptions on. Furthermore, agents need real-time access to the same numbers that their managers use to assess their performance, in order to immediately respond and improve.

The modern call centre demands intelligent tools that display call centre management data in a manner that reveals insights that everyone can understand.

Intelligent software that speaks everyone’s language

At EvaluAgent we champion this approach and have focussed a great deal of our efforts on creating engaging and intuitive software that present the findings in a universally understandable format.

Our brand new dashboard has been designed to take your data and unlike headache-inducing spreadsheets, present a range of in-depth findings that can be easily understood, by team leaders and agents alike.

Customers metrics, agent performance and management overview have never been so easy to recognise and act upon; removing yet another barrier to creating effective, inspirational and innovative communications at every level.

Better communications pave the way for your organisation to save a great deal of time and money, while improving that all-important customer experience.

That’s the type of language that everyone can understand.

The guide to spreadsheet-free call centre performance reporting

A guide for contact centre professionals who want to improve performance reporting

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Jaime Scott

Jaime Scott

Chief Executive Officer (CEO)

Jaime leads EvaluAgent in delivering people-focused software and services to our customers. After almost twenty years directing customer experience and workforce engagement programmes for some of the UK’s biggest brands, including EE, Barclays and M&S, Jaime’s mission is to make things easier for call centres to deliver a truly great customer experience.


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