There are certain moments when team leaders need to make more or less difficult decision about the future heading of their agents. Without taking anything else into account traditional Quality Management centric approach would look something like this:
Of course team leaders have certain understanding of their agents and quite often team leaders turn out to be very empathetic people. So by no means should they be considered as not being able to distinguish between motivated and burned out people. But what certainly is missing in their portfolio of skills is the ability to quantify – how much is the agent motivated, how seriously is the agent considering leaving the job, etc.
That’s exactly where AgentBalance comes into play. It allows team leaders to see quantified, actionable psychometric data. And by saying “actionable” I mean this shift of the process towards making more meaningful judgements:
The main issue remains. Still, what matters the most is current performance. Although I can imagine that for customer care teams current performance could be even less important. But as soon as the team leaders recognize agents’ performance there is another crossroad in their decision making process.
Because not only we all strive towards having well performing agents but we also want to make sure that these talents stay as long as possible while being cherished for their skills and attitude. I believe this is the way of decreasing agent attrition in contact centers.
On the other hand, agents that show poor performance combined with lack of job fulfillment, engagement and even interest in the job, should be made redundant. Preferably as quickly and smoothly as possible. Any other way could seriously impact the whole team’s performance, as even a single agent with this mind-set is about to undermine team morals.
Image of the crossroad courtesy of: “The Northerly Crossroad in the triad at Beara Down – geograph.org.uk – 778523” by Roger A Smith. Licensed under CC BY-SA 2.0 via Wikimedia Commons – https://commons.wikimedia.org/wiki/File:The_Northerly_Crossroad_in_the_triad_at_Beara_Down_-_geograph.org.uk_-_778523.jpg#/media/File:The_Northerly_Crossroad_in_the_triad_at_Beara_Down_-_geograph.org.uk_-_778523.jpg