It is working and it is indeed more efficient! We’ve recently been doing this for a couple of accounts and the QA team’s productivity has always been 100%. It is effortless and is not rocket science.
The greatest benefit is that it ensures all agents are covered with at least 1-2 calls a week and constant feedback is given. All action plans and each area of opportunity is tracked and reinforced with more monitoring or side by side coaching.
Some of you might find it difficult to include this since another variable is placed into the forecast. One thing you could do is look at the call pattern per week and roster them into peak periods but place coaching sessions into non-peak times. This means idle time for agents are minimized and put to good use. This is used for training assumptions as well so that you ensure that all calls that come in are still answered.
In case you get a spike in calls and can’t pull out the agent from the phones, then you can opt to re-schedule your coaching sessions in the week or factor in for next week’s roster. There is just no excuse to say that you have no time to coach the agents.
You could manage your team’s time more effectively and can plug in more training for them. It will then ensure a productivity increase and agent improvement without losing revenue on the production floor.
» Agent Improvement: Scheduling Coaching Sessions from CallCenterScript
It is working and it is indeed more efficient! We’ve recently been doing this for a couple of accounts and the QA team’s productivity has always been 100%. It is effortless and is not rocket science. The greatest benefit is... [Read More]
Tracked on: June 4, 2006 10:26 AM | Permalink to Trackback