Back in the day when I was still an agent, my metrics were about three maximum. Average Handle Time (AHT), Schedule Adherence and Quality. Now agents have to deal with 5 or more metrics. Customer Satisfaction (CSAT) was introduced and First Call Resolution (FCR) emerged to say the least.
Being a team leader, the ratio usually is at 1:12 or even 1:15 for some centers. Can you imagine your supervisor handling 15 people and have to constantly monitor and coach to tons of metrics?
More often supervisors are expected to summarize their team’s performance, ergo having to spend most of their time generating reports on a weekly basis. They spend hours on end to meet coaching schedules, team meetings, additional training plus generating reports. The biggest excuse for not coaching their agents would be the latter.
You can’t do away with reports so what does a team leader have to do?
If there isn’t anyone in the team or account who can do the reports, then creating a reporting template that will show a snapshot of your team’s stats would be beneficial. You can create it in Microsoft Excel for each agent and do a summary. There are reporting tools that can also automate this for you. Once done, all you have to do is input the data, either daily or weekly. This will only take you a few minutes of your time.
A visual representation of your agent’s KPIs is key, for you to be on top of your game plan to improve performance. All you have to do is open the file, look at the graphs and you will know who to focus on for the week.
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