登录查看更多内容

What are the best metrics to measure coaching impact on agent performance?

由人工智能和领英社区提供技术支持

Coaching is a crucial part of contact center operations, as it helps agents improve their skills, knowledge, and performance. However, how can you measure the impact of coaching on agent performance? What are the best metrics to use to evaluate the effectiveness of your coaching program? In this article, we will discuss six metrics that can help you answer these questions and optimize your coaching strategy.

此文章中的业界达人

由社区从 6 条内容中精选。了解更多

Guriya Mishra

Sr.Manager Operations & Care (Fintech) !! Six Sigma green belt certified !!Executive MBA from IIT Patna
Maurizio Mallia

CX Leader | Enhancing NPS and CSAT | Increasing Customer Retention | Contact Center Optimisation | Reducing Customer…
Bryan Hamann

Workforce Management Leader | Driving Operational Efficiency and Quality

1 Customer satisfaction (CSAT)

Customer satisfaction (CSAT) is a metric that measures how happy customers are with the service they received from your agents. It is usually calculated by asking customers to rate their experience on a scale of 1 to 5 or 1 to 10. CSAT is a direct indicator of how well your agents are meeting customer expectations and delivering quality service. By tracking CSAT scores before and after coaching sessions, you can assess how coaching improves your agents' ability to satisfy customers and resolve issues.

添加您的观点

Guriya Mishra

Sr.Manager Operations & Care (Fintech) !! Six Sigma green belt certified !!Executive MBA from IIT Patna
举报内容
One of the key aspects to judge your customers, how satisfied they are with your customer service. Are the contact centre agents able to meet customers satisfaction and the quality of delivery? A customer service manager should track the csat performance regularly and basis the same coach the agents.

已翻译

赞
Maurizio Mallia

CX Leader | Enhancing NPS and CSAT | Increasing Customer Retention | Contact Center Optimisation | Reducing Customer Complaints | Fintech and BPO Expertise | Start-up Specialist
举报内容
Satisfied customers are more likely to stay loyal and continue doing business with a company. High CSAT often correlates with increased customer retention rates. Check if coaching correlates with higher customer satisfaction post-interaction. Use coaching evaluation forms to rate the effectiveness of coaching sessions. Remember- CSAT feedback provides valuable insights into what customers appreciate and what they find lacking. This feedback guides improvements in products, services, and customer interactions.

已翻译

赞

2 First call resolution (FCR)

First call resolution (FCR) is a metric that measures how often your agents are able to solve customer problems on the first contact, without transferring, escalating, or requiring a callback. FCR is a key driver of customer satisfaction, loyalty, and retention, as well as a measure of agent efficiency and productivity. By tracking FCR rates before and after coaching sessions, you can evaluate how coaching enhances your agents' problem-solving skills and reduces repeat calls and customer frustration.

添加您的观点

Bryan Hamann

Workforce Management Leader | Driving Operational Efficiency and Quality
举报内容
FCR is dependent on the contact center- if you field loans, for example, you’ll have multiple calls streaming in, and it can be difficult to measure FCR. A good way to build FCR as a metric is to have a good dis positioning (end call record) system. If they are calling in about the same issue, you can dock FCR. The more dispositions, however, the more likely the issue will not match.

已翻译

赞

3 Average handle time (AHT)

Average handle time (AHT) is a metric that measures how long it takes your agents to complete a customer interaction, including talk time, hold time, and after-call work. AHT is an important measure of agent performance, as it reflects how well your agents are able to balance speed and quality of service. By tracking AHT before and after coaching sessions, you can determine how coaching improves your agents' communication skills, knowledge, and confidence, and helps them handle calls more effectively and efficiently.

添加您的观点

Bryan Hamann

Workforce Management Leader | Driving Operational Efficiency and Quality
举报内容
Be wary of using AHT as a KPI for agents. Set a solid goal to land on, but don’t pressure too much on it. Instead find out why their AHT is higher or lower than goal (outside of standard deviation). In my experience, if you tie a KPI to AHT, the customer suffers from it because the agent will rush them or push them off the phones.

已翻译

赞

4 Quality score

Quality score is a metric that measures how well your agents adhere to the standards and best practices of your contact center, such as greeting customers, using proper language, following procedures, and expressing empathy. Quality score is usually determined by quality assurance (QA) analysts who listen to and score a sample of calls based on a predefined criteria. Quality score is a comprehensive measure of agent performance, as it covers both technical and behavioral aspects of service delivery. By tracking quality score before and after coaching sessions, you can gauge how coaching reinforces your agents' compliance and professionalism, and helps them improve their areas of weakness.

添加您的观点

5 Employee satisfaction (ESAT)

Employee satisfaction (ESAT) is a metric that measures how happy your agents are with their work environment, culture, and conditions. It is usually calculated by asking agents to rate their satisfaction on a scale of 1 to 5 or 1 to 10. ESAT is a vital measure of agent performance, as it affects their motivation, engagement, and retention. By tracking ESAT before and after coaching sessions, you can measure how coaching influences your agents' morale and well-being, and helps them feel valued, supported, and empowered.

添加您的观点

Guriya Mishra

Sr.Manager Operations & Care (Fintech) !! Six Sigma green belt certified !!Executive MBA from IIT Patna
举报内容
I suggest every company should have this matrix to judge the satisfaction level of employees. The satisfaction level should not be disclosed with anyone in the company by HR team.

已翻译

赞

6 Coaching effectiveness score

Coaching effectiveness score is a metric that measures how satisfied your agents are with the coaching they receive from their supervisors or coaches. It is usually calculated by asking agents to rate the quality, relevance, frequency, and feedback of their coaching sessions on a scale of 1 to 5 or 1 to 10. Coaching effectiveness score is a critical measure of coaching impact, as it reflects how well your coaching program meets your agents' needs and expectations, and helps them achieve their goals. By tracking coaching effectiveness score before and after coaching sessions, you can monitor how coaching improves your agents' perception and appreciation of coaching, and helps them apply what they learn to their performance.

添加您的观点

Emily Shakin

Customer Service Manager ? Passionate about team building, customer experience, and achieving goals ? Skills: Insurance, Team Leadership, Data Analytics, Employee Engagement
举报内容
Coaching effectiveness impacts all of the important metrics to judge your level of customer experience. When your coaching is effective and makes an impact on the associate, you’ll have engaged employees who know exactly what they need to do to be successful and want to execute.

已翻译

赞

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

添加您的观点

Contact Center Operations

+ 关注

给文章评分

我们借助人工智能创建了此文章。您认为这篇文章怎么样？

很棒不太好

举报此文章

查看全部

What are the best metrics to measure coaching impact on agent performance?

1

2

3

4

5

6

7

1 Customer satisfaction (CSAT)

2 First call resolution (FCR)

3 Average handle time (AHT)

4 Quality score

5 Employee satisfaction (ESAT)

6 Coaching effectiveness score

7 Here’s what else to consider

Contact Center Operations

给文章评分

感谢您的反馈

更多Contact Center Operations相关文章

更多相关阅读内容