A Look at Call center scoring of agents
Call centers make use of various metrics to judge the performance levels of their agents. The profits of a call center depend on how many calls an agent makes and the quality of those calls made. Call center scoring of agents helps the managers to improve performance levels of the agents, both in quantity and quality of the calls made by them.
The quality of calls is judged by the customer reviews and by the Quality Assurance Department. Customer satisfaction is important call center scoring metric for agents. Many call centers send review forms and online surveys to its customers. The customers may send their comments and may rate an agent on a 10 point scale. Agents may get extra bonus if their rating is above a minimum threshold, as specified by the call centre. Agents are also given rating by the Quality Assurance Department of a call centre. The department carries out call monitoring and call evaluation of the agents on a regular basis. Agents are rated on their communication and technical skills. While taking communication skills in account qualities such as clarity of speech, the attention level of agent while communicating, friendliness, responsibility and call control and use courteous professional language is taken into account. The technical skills required by the agent are also evaluated regularly and if the agent is lagging behind, he or she is given a refresher training module.
The quantity of calls is also used for call center scoring of agents. One of the metrics used is the number of calls made. A log is maintained of each days calls, outbound or inbound as the case may be. Another metric used for call centre scoring of agents is the Average Handling Time (AHT). AHT is the average of talk time plus the average of time a customer is put on hold. Agents are required to solve the customer’s queries within this stipulated time. If due to some reasons a call gets extended, an agent is expected to cover up the average handling time on other calls. The AHT differs for different call centers depending on the services they offer.
Call centre scoring of agents are used to calculate the incentives of agents. Most call centers have a basic pay for agents plus incentives based on their performance. The higher the monthly score of an agent , the higher is the incentive.
