As we have been progressing with positioning AgentBalance in the contact center industry, I have noticed a question that hasn’t been fully articulated, yet it often appears somewhere in context.
And the question is: “Should we motivate agents to achieve better results in AgentBalance?”
And our straightforward answer would be “No”. What we measure with AgentBalance is a set of parameters that precede and directly influence performance and quality results. And rationally as well as traditionally, this is what makes sense to reward agents for.
AgentBalance data help you as a team leader or contact center manager to better understand your people. Understand how they feel, how identified they are with their job, if they would rather leave the company or stay. But such data do not come based on conscious decisions. It is simply a description of agents’ mental state. And as you would guess, it doesn’t make sense to reward agents just because they like what they do.
On the other hand, agents’ mental state can be vastly influenced by well-designed processes – coaching sessions, remuneration model, motivating working environment and of course company inner culture. And these are the most important aspects that AgentBalance can flawlessly diagnose and therefore help adjust.
Agents need to understand that AgentBalance is not only a tool that will uncover a part of them. It is also a tool that will provide feedback on the overall health of teams and the contact center. Each and every change in the process or even a simple act of changing a team leader profoundly influences how people feel. So it is easy to keep doing changes and collecting truthful feedback from agents through AgentBalance.
The moment any contact center would start motivating agents to have better AgentBalance score one thing will clearly arise – and that is the tendency to manipulate the test in order to alter the result in a favourable way. This would effectively waste the informational value of AgentBalance results. It would be almost the same as asking the agent: “How are you feeling?” and providing him a bonus in case he (despite his current misery) gives a positive answer.
In the upcoming releases we are going to implement a secondary parameter that will reveal a level of conscious manipulation of the test. This new parameter will be available also backwards, for all completed tests. So any strategy of manipulating the test will be instantly visible, rendering the provided AgentBalance score even more precise and actionable.
Please motivate your agents based on their results. That’s what they are paid for. And if AgentBalance reveals any significant distortions in your teams, act accordingly. This way our psychometric data will prove useful today as well as in the long run.