Performance management

I have been retained to lead a multilingual call center employing under 50 associates. My goals include ASA, Abandon Rate and AHT. Would like to have inputs on Agent Performance Measurement possibilities given that all the agents are only required to take calls and have an average call-taking experience of about two years. Appreciate the Help!

I am preparing to write a technology manipulation policy and am reaching out to our community to see if anyone has written a solid one already that I may review for best practices. I have written these before, but I've never seen anyone elses. At my new company, I have inherited a team of agents that know every "trick" in the book. Though I don't want to be too specific in the document, I want to make sure I am inclusive enough to take "honor" out of the equation. (That is before I term them for integrity issues and hire a new team!) Thanks so much! Kristy Phone Manipulation ACD Tricks Technology manipulation Cheating

We have an issue with the not applicable elements of the call being monitored adversely impacting the overall score for the agent. Example: short/easier calls have less opportunites so errors have a heavier impact. We have proposed starting the assessment with a score of 100% and reducing as elements are missed. That way all calls are weighted the same. I'm looking for other's approaches to calulating scores.

How do I address too long of talk time?

Need an advise. If you were able to identify that the problem of your CSRs are "will issues" and/or consistency on their quality performance, despite of being monitored and coached at least 14 times a month, what should be the best action plan in order to address this?

What are the objectives of a call center agent? -- Cathy Ajavan

Hi, I am doing my summer internship in an outsourcing company. I wanted to know what is the average learning curve for a call center agent to reach 100% productivity and what is the impact of increasing tenure on process profitability. Also, please recommend maximum retaining time of an agent.

I work as a Contact Centre supervisor and I currently handle six agents who are engaged with a business processing outsource (BPO) client. Please confirm whether it's appropriate to have a Key Performance Indicator (KPI) for agents on the number of the calls they handle as an agent productivity measure. Our BPO client requires 2500 calls per week and this should be done in conjunction with incoming calls 780 average per week. -- Buddhini Kankanamge

We recently changed our performance reviews in our call center from a quantity based indicator to a percentage of productive time on the phones. This went well for the first month or two, but now it seems like our talk time has skyrocketed. Does anyone have a formula they use for performance of call center agents that incorporates both quantity and percentage of time in a "Productive" mode on the phone? -- Jeff Weiss, Laclede Gas Company

How do you accurately weigh one associate's performance across multiple skill sets? (e.g., 60% taking inbound calls, 40% making outbound calls - two different sets of KPIs) -- Torrey, Auto Finance