Agents Cheating the System
Author: Roger Sumner
The metrics you use to evaluate agent performance depend on your type of business, your business strategy and the reasons your customers are interacting with your company. But, a lot of companies are struggling with the notion that their agents may be cheating the system.
Take, for example, a contact center that is dedicated to high-value customers. Managers at this center are not focused on how quickly agents might get off the phone. Instead, they’re more interested in making sure they’re offering the best possible service. They want agents to spend more time with customers in order to generate customer loyalty and increase revenue opportunities.
Some agents in these environments figure out ways to trick the system so that they won’t get as many calls. If they understand how they are being measured, they may be able to manipulate the system and get good marks without doing much work. In fact, I had a customer tell me that they had ranked a service representative well above the average and, when they drilled down, they found out that she was only handling five calls a day – not such above-average performance after all.
This notion that agents may be cheating the system is leading companies to identify new ways to measure agent performance. Managers are looking for tools that can help them find the data relationships they need to catch agents who are beating the system – the same agents who are not providing the level of service that companies need to maintain their competitive advantages.
Managers can now use analytic tools to monitor/track the key performance indicators (KPIs) they have established to determine if their agents are meeting their objectives. These same analytics and quality management tools can be used to help coach new employees to provide a consistent level of service.
These new KPIs are being used to create differentiators and triggers that will identify the agents who are truly doing a great job balancing quality with quantity, those who need coaching, and those who are cheating the system.
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