Tons of metrics but, oh, so little time. Here is a simple formula you can use when you plan your coaching sessions for your agents to cope up with the list of metrics that an agent is expected to do.
Frequency of Coaching Sessions
Generally, continuous coaching is definitely critical. You miss a week, everything will fall apart. 3 sessions per week for an agent is ideal. Realistically, if you get at least 2 per week, it’s pretty good. 1 session is done with the whole team, another one is focused on your prioritized metric/s and the last one is where the ‘chat’ and human element comes in.
The Big Picture & Prioritize
Focus on a couple of metrics that will hit most of the metrics. You can do call quality, CSAT and AHT as a whole. These metrics usually affect each other and a monitoring form (if done correctly) is a good tool. Look at your team reports and decide which to discuss.
Analyze & Strategize
Rely on the reports being given to you and plan your action points. If you’re too swamped because you do your own reports, you’ll never succeed. By looking at your team’s strengths and weaknesses as a whole, you can then determine how to attack your issues individually. This will help you pinpoint agents that will give the most impact.
Communicate your Plan
Every week, communicate your plan to your manager and fellow supervisors. This will ensure teamwork and ensure that your plan is in sync with the overall initiative and goal. It will be an important piece in a bigger pie.
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