Episode 168 – Rewind – Measuring Agent Performance

Episode-168-FacebookAd-1200x628
Listen to this episode

A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management.

Brought to you by:

    • The Social Pack: Get on the inside to stay on the topside. Join today!
    • ParknFly: Save 10% off Posted Rate Reserve Now 
    • bluehostThe Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days of signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services.
    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
    • OneTravel: Search and compare flights from over 450 airlines.

The Socially Supportive Podcast is Part of the C-Suite Radio Network

Announcements:

“Tell me how you measure me and I will tell you how I will behave. If you measure me in an illogical way… do not complain about illogical behavior…” – Eli Goldratt

Book of the Day: Measuring and Managing Performance in Organizations – R. D. Austin

5 Steps to Developing Fantastic Agent Performance Metrics

  1. Remember This: You Get What You Focus On
    • Targets too strict can increase bad behavior
    • Focusing too much on one target can cause other targets to suffer
    • Focusing on the wrong target doesn’t move the needle
  2. Start With the Big Picture
    1. Review your company’s Mission statement to understand:
      • Your company’s primary objective
      • Understand
    2. Review your company’s Vision statement to understand:
      • How your company sees the future
      • How broad/narrow that vision is
    3. Review your company’s Values Statement to understand:
      1. What is important to your company
      2. How your company wants employees to behave
      3. How your company wants customers to feel
  3. Bring it Back to the Department
    1. Locate and review the department’s documents on:
      1. Mission
      2. Vision
      3. Values
    2. Locate and review the departmental overarching
      1. Objectives
      2. Targets
      3. Timelines
    3. Understand Departmental Culture on Targets
      • Better to overstate or understate?
      • What happens when you hit goals?
      • What happens when you miss goals?
      • Ranges or specific numbers?
    4. Study Existing Agent Performance Documents in neighboring groups like:
      • Call center
      • Chat
      • Third Party Vendors
  4. Now Get Social
    1. Review your group’s overall KPIs (see Episode 3 – Frankie’s Top 9 KPIs Part 1 and Episode 8 – Frankie’s Top 9 KPIs Part 2 for ideas or to review your existing KPIs)
    2. Take into account your team operation
      • Does your team have posts automatically assigned to them?
      • Do they work in more than one channel (Facebook, Twitter, LinkedIn)
    3. Determine what you are able to measure with your social engagement tool
    4. Ask your contacts in other companies what they measure
  5. Ok Now Write the Goals
    1. Put a trial scorecard together
    2. Test for 30 days at least
    3. Gather agent feedback
    4. Analyze and adjust
    5. Launch new agent goals

Brought to you by:

    • The Social Pack: Get on the inside to stay on the topside. Join today!
    • ParknFly: Save 10% off Posted Rate Reserve Now 
    • bluehostThe Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
    • OneTravel: Search and compare flights from over 450 airlines.

Jobs

Who’s Doing it Well?

About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

Leave a Comment