Created and last modified by
As a supervisor, my job is to monitor agent’s performance and to ensure they are productive and maintaining a high level of customer satisfaction. It’s my job to coach them and manage them (a team of 15 agents) to a performance level that offsets the cost of their salaries. I use many tools to assist me in these tasks.
Here is how I can easily manage my team’s performance using GQM.
- Dashboards provide me up to date group and agent scores based on questionnaires used. In our case we use questionnaires that are:
- Customer Satisfaction Surveys
- Quality Management campaigns
- Training and coaching results
From the dashboard I can easily see which agents are having difficulties or challenges in any of the areas that are important to our businesses success. I have several choices of investigation that help me discover root causes.
- Live Monitor
- Allows me and my supervisors to listen and view the screen of an agent/customer interaction live. This gives me real time information to act on while the incident is still relevant to the agent
When I have discovered the root cause I can monitor and coach agent(s) by
- Assign evaluations to team leads, coaches, and QM to track performance of groups or individual agents
- Assign self-evaluations to agents for self-review
- Advanced Reports
- I can choose from a suite of reports that provide me performance statistics on my groups performance across several of the applications I use daily
- Evaluation Detail Report
- Agent Skills
- Compare Agents
- Results Distribution
- I can choose from a suite of reports that provide me performance statistics on my groups performance across several of the applications I use daily
Has permission to:
- View my evaluations
- View team evaluations
- View all evaluations
- Create evaluations
- Reopen evaluations
- Evaluate agents
- Replace calls
- Add specific call to the evaluation
- Plan evaluations for own groups or sub-groups
- View reports/graphs
- Password reset (team members only)
- Interaction group view