In a call center or customer service department, performance flaws can cost you.
Consumers want a quality experience whenever they reach out to your team. 50 percent of people questioned for a survey admit to switching brands due to poor service, which is unsurprising considering the sheer amount of options they have.
Evaluating, managing and taking action to improve performance is essential for retaining customers. Fortunately, our QA software makes setting performance campaigns up to suit your unique demands simple.
Let’s explore the best practices for creating and managing a performance campaign that works for your call center or customer service department.
How Often Should You Run Performance Campaigns?
There’s no one-size-fits-all approach to running a performance campaign. Every business has its own goals, values and working methods.
The frequency of your performance campaigns will be dictated by various factors, including:
If your call center or customer service department has just a small team, managing an effective performance campaign is typically easier than for larger ones.
Why? Because there are fewer employees to monitor, fewer problems to identify and fewer training strategies to create in response to results. All of that can still be time-consuming and even challenging for small teams, but there are generally less variables to consider.
With this in mind, you may need to run performance campaigns more frequently if you have a large workforce. This is especially true if you have a high turnover of staff (which is a problem in itself), as you’ll continually need to ensure newcomers’ performance aligns with company expectations and you’re helping them work at their best.
In the latter case, for example, performance campaigns every one or two months might be a smart choice.
Your business has (or should have) specific objectives when it comes to performance, improvement and customer experience. These inform your choice of KPIs (which we’ll explore below) and management processes.
For example, you could set employees a goal of achieving customer satisfaction rates of 90% across the working week or month. Weekly or monthly performance campaigns would be a practical way to track progress towards completing said goal and tackling the reasons employees failed to do so.
KPIs (Key Performance Indicators) measure performance across your team, giving your QA analysts clear standards by which to measure agents’ work.
You may choose to keep using the same KPIs for long periods or change them over time, to reflect changing priorities or to experiment with improvement options. You should run a new performance campaign whenever you decide to switch your KPIs, even if just one or two are being changed.
This ensures you can detect and take action on any issues relating to the new KPIs. You can set goals for each KPI quickly and easily, as Playvox calculates all scores and goal achievements for any specific timeframe you choose.
Understanding Fixed Campaigns and Reassessments
You have the option to run fixed performance campaigns over a long period, focusing on the same KPI goals and improvement objectives for weeks, months or even years.
Playvox allows for many processes to be automated, streamlining your working routines and minimizing the amount of time you have to spend on managing your performance campaign. As a result, you can focus on running your call center or customer service department while your employees do their jobs in line with the established objectives.
Running fixed campaigns is a major advantage if you have a loyal team, a solid coaching / training program and clear goals to aim for. Basically, it comes down to that notorious cliche: if it ain’t broke, don’t fix it.
However, even a performance campaign that appears to be driving unbeatable results may have room for improvement. You could find your employees’ achievements are starting to plateau or more customers are switching to another brand.
In both cases, you would be best reassessing your current setup to identify the cause of these flaws. Studying performance data may give you inspiration to start trying a different campaign instead.
The beauty of our performance campaign system is that it’s so flexible and easy to use. Configuring your campaigns based on your unique objectives takes just a few minutes, and their parameters can be edited instead of scrapping a campaign to start afresh.
Who is Responsible for Your Performance Campaigns?
Your performance campaign should be created and managed by managers, team leaders and quality assurance analysts.
These individuals need to study performance data from across all channels and decide the most important steps for achieving a high standard of customer experience in the future. QA analysts have a wealth of information from their evaluations to draw on, with scorecards, historical interactions, customer feedback and more.
They can bring these to team leaders and managers to explore where employees are succeeding and failing overall. However, while analysts should have a strong bond with agents, they may not know them as well as team leaders. That’s why having their input is so important, as they can ensure goals are realistic and attainable.
Managers, meanwhile, have the knowhow to determine fair timeframes, objectives, changing priorities and more. Bringing the three different types of expertise together makes performance campaigns the most effective, and efficient, they can be.
The ongoing management of performance campaigns may fall more on team leaders, as they can monitor their agents’ progress more closely. However, any adjustments to be made should be discussed with management too, to avoid strategic mistakes or oversights.
Effective performance campaigns will help your call center or customer service department achieve its goals in a consistent, reliable way.
It takes some planning to get right, but a solid campaign tailored to your employees’ capabilities, company objectives and KPIs can yield impressive results. At the very least, your customers will have a consistent experience across all channels, no matter which agents they deal with.
At the most, though, well-planned, well-executed performance campaigns have the power to keep driving your team from strength to strength.
What techniques do you recommend for creating and managing successful performance campaigns? We’d love to know, so share your ideas below!