Very often small contact centers with around 50 seats claim that they know their agents very well. It is commonly perceived that team leaders and even their managers know everything about agents so any additional insight is not that important.
Well, let’s think again. Knowing agents almost intimately is a great thing, no doubt about that. What these contact centers usually miss out on is something different – a quantified insight into teams. And the reason is very simple. By knowing agents you can evaluate and even predict behavior of a single agent but can you really find an answer to questions, such as:
How did the team accept a new set of policies?
How do new motivational activities compare to old ones?
How is the overall atmosphere in the team influenced by a new team leader?
Which team should we select for a challenging campaign?
How do we stand as a contact center?
AgentBalance measures not only individual results but quantifies them on the level of teams. Thus it’s very simple to make any change and see what the change did to the level of team fulfillment or even level of tendency to leave the contact center. And, you can see the change on the scale from 0 to 100 – so you can even compare various changes in the processes and their effects.
Having said that it’s fair to also say that it applies to any quality, performance or psychometric data. The value of numerical information, even traced in time, is by far superior to a vague estimate of a single agent’s result. And by combining the above mentioned sets of information together contact center managers can get a truthful, comprehensive insight into agents’ performance and the root cause of it – because the answer to this always lies in agents’ psyche.
By revealing the cause of a current situation psychometrics can take the teams’ performance to a whole new level. And despite the fact that micro-management is absolutely necessary in contact centers as we know them today if I were a contact center manager I would be very curious to know not only “what” and “how” but also “when” and “how much”.