The Quantified Workplace: Measuring Performance To Improve Customer service

HR Management for CX

The Quantified Workplace movement has seen a continued integration of innovative technologies into the work environment, allowing employers to assess employees’ performance through data analysis.

As with most emerging technological trends, the Quantified Workplace movement did cause some concern, but we’re all much more familiar with consenting to data about ourselves being gathered today. Social media networks encourage us to share details on pretty much everything we do, fitness trackers record our movements, websites want to know our location and more.

However, the Quantified Workplace uses data to monitor employees’ activities and performance with one vital goal: to improve exponentially. With Quality Assurance software like Playvox in place, employers can identify ways to boost their workforce’s productivity, abilities and overall results. This is done in a non-intrusive, collaborative way that motivates employees to grow their skills.

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This is especially beneficial in call centers, where agents are responsible for representing companies and cultivating a positive customer experience. What are the benefits of measuring performance in your call center?

 

Identify strengths and weaknesses

Measuring performance lets you identify the strongest members of your team who drive the best results, as well as those who may be lagging behind.

While some agents may feel concerned that this marks the less-adept workers out for potential disciplinary actions, it is actually a major advantage for them as employers will be able to reinforce weaker performers’ value to the company through ongoing training.

The quantified workplace movement can turn less-adept agents into high performers.

Even the strongest call center agents will fall behind in certain aspects of their everyday operations. Perhaps they can handle customers and resolve problems well enough, but aren’t quite living up to their potential. Measuring their performance with QA software involves tracking a number of performance metrics, and by studying those criteria they fail to meet, they’ll know exactly where to focus resources.

 

Deliver targeted training that makes a real difference

Following on from the first point, training will no doubt be key for all members of your call center workforce. This is a major benefit of the Quantified Workplace movement.

For some, this may be fairly extensive to improve their entire work ethic, productivity levels, customer service techniques and overall results. For others, training could be short and sweet, essentially filling in a few blanks.

PlayVox’s quality assurance software is a terrific example of how measuring performance delivers the most suitable training for each agent. As anyone who has ever had to sit through a dull training session for hours on end will know, it can be extremely difficult to absorb any helpful information when you feel bored out of your skull.

 

Related: Best Kept Secrets For Growing A Growing Customer Service Dept. To Stay Personal

 

This targeted training incorporates various types of content and quizzes to help agents learn at their own pace, covering the most relevant areas.

Training can be performed on the fly without the need to set up meetings, send invitations, gather materials and find slots in schedules

Such self-learning is ongoing and encourages agents to keep honing their skills. Performance can continue to improve over months and years, all thanks to training undertaken at each agent’s desk.

 

Real-time feedback creates a more dynamic review process

Feedback is an essential part of measuring and improving call center performance. However, holding review meetings to discuss issues and solutions can be time-consuming, awkward and unpleasant for the agent. This is especially true if they have experienced multiple problems since their last review – the employee can easily feel bombarded with criticism, ultimately affecting their self-confidence.

 

Related: How To Give Positive Employee Feedback In Your Call Center

 

Real-time feedback can be delivered to agents when reviewing their performance as part of the Quantified Workplace movement. Customer interactions can be pulled for QA review at random, allowing you to see where specific agents are in need of praise or improvement. Based on this data, you will be able to deliver feedback quickly and simply, indicating which areas to focus on.

This is a much more streamlined process, making reviews more of an ongoing, organic part of the job than an occasional session to be feared.

PlayVox’s in-built collaboration messaging feature enables a comfortable back and forth between managers and employees.

 

Improve results by spotting customer service flaws

The way in which agents treat customers is pivotal for any good call center. When callers contact your center for help, they expect to be treated with respect, to receive a solution to their problem and to feel satisfied with the conversation

Sometimes, customers can be unreasonable and make agents’ job more of a challenge. Factors unrelated to the subject of their call can feed into their mood and behavior, causing them to be more aggressive than they might otherwise. Agents have to be able to look past any personal insults a caller may throw at them and focus on resolving the situation as quickly and efficiently as possible.

Related: Common Customer Complaints And How To Address Them

There are other types of call, though, in which the customer’s issue is beyond the agent’s ability to fix following their script or expertise. In cases like these, agents will have to seek assistance from a colleague or manager and get back to the customer later. The way in which they do this is incredibly important, as callers are more likely to become unsatisfied if they are inconvenienced.

By monitoring calls and assessing customer feedback as part of the Quantified Workplace movement, you can identify certain aspects of the agent’s behavior that may have contributed to a positive or negative experience.

Good aspects can be used to benefit other agents as inspiration for their own calls, while bad ones may be used as an example of what not to do.

Standard scripts should be adapted or rewritten entirely as a result of measuring customer feedback, to improve performance exponentially.

Learn how to improve customer service with QA

While some customers are more frustrating and tough to handle than others, they all need to be treated with the same respect. PlayVox allows you to create quality and performance reports to highlight issues, prompting agents to make quick changes to their behavior.

The Quantified Workplace movement is based on equipping managers and employees the best chance to succeed. Using innovative technology and ideas, call centers have the power to continually measure and refine performance for years to come.

Have you embraced the Quantified Workplace movement in your call center?

 

Jade Longelin Jade Longelin

Jade Longelin is a digital marketing specialist. When she's not working with PlayVox or her own projects, she's either traveling or spending time with her dog.

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