Support Agent Scorecards

[KtBw]

We currently use scorecards to assess the performance of individual agents within our Call Center. What I am coming across is, a few select people are becoming discouraged because of their scores. These people who I am concerned with are the ones that are in fact working diligently, however due to certain factors are getting a low score.

We are still in the process of restructuring this Call Center and some of the agents are having a difficult time with new procedures. For example, in the past we had agents who just answered the phones and created tickets for issues, while the remaining called the customers back to attempt to resolve their problem. Obviously, that was not a benefit to our customers. So now, everyone answers the phone and everyone troubleshoots the issue right then and there. Some of the agents are having issues with answering the phone, while others don't. In our scorecard, we have made "Availability" the most important factor. But because some of our issues can take significant time to resolve, we also include their "Work Mode" time with "Available" time. Some of the agents have been taking adavantage of this (still working the old way because their work time will still count). So I suppose my question is,

How can I still include work mode time so I don't hurt my hard working agents, yet still not let it benefit those trying to take advantage of the system?

Any suggestions? Any sample score cards you currently use that might help?

[r1974]

Hi,

We use a similar way to keep a track of agent productivity. What we do different is that we give a weightage score to each parameter. Thus it gives us an overall claer picture.

That way if the focus is on avail time more than work time, you could give it a heavier weightage.

Bye

[ccattraighe]

I undersrtand your concern. You want to motivate your reps but some people are not motivated by numbers. It won;t matter if it's available time (which, in my dept they can;t control) or work time (which they can) I focus them on things they can control and advise this is part of beinmg succesful in the job. As far as discussing adn motivating them towards reaching the numbers I have as targets I try to recognise hwo they are motivated. If they aren;t motivated by numbers I "low ball" or minimise it's negative impact. It might take a lot of positive reinforcement if they are doing well but look at the numbers and feel they aren;t even when overall it looks good. Face it though, people are creative and they will abuse any system you devise to their advantage. Frankly in my office we go through cycles of focussing on numbers then focussing on quality. I let them in on this secret and by doing this they are seeing what I see and will help me achieve my goal if I have built the relationship well. FWIW