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Top 5 Call Center Metrics to Improve via Live Agent Coaching

Sandra Thomson By Sandra Thomson
Oct. 19, 2017

Real-time communications (RTC) technologies and collaboration software are changing many aspects of contact center operations, one of which is the agent-supervisor dynamic. Yet, advances in omnichannel capabilities and deeper back-end integrations with customer relationship management (CRM) platforms and customer data can increase the complexity of an agent’s daily tasks. However, some of these solutions also enable live agent coaching, which can result in quantifiable performance gains, improved stats, and more satisfied customers.

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Call monitoring software and call recording have been used for years, but from the agent’s perspective, these technologies can be considered invasive, reactionary, and sometimes punitive. Many call centers and customer service departments use scorecards and key performance metrics (KPMs) to reward employees, but there remains a deep-seated aversion among agents to being monitored.[1

When quality assurance (QA) efforts are focused on post-mortem review of monitored or recorded calls – often triggered by a customer complaint or other problem that has occurred – the opportunity to provide coaching is perceived as corrective action, and is lost. In fact, this reactive approach tends to pit the supervisor against the agent instead of lending itself to proactive customer service; it neither helps the dissatisfied customer nor makes for a pleasant conversation between the agent and supervisor. 

By definition, coaching should be constructive and instructive, not destructive, as well as ongoing. And, coaching is generally more effective when done in real-time, because the customer experience can be rescued, agents can be empowered, and overall call center performance can be improved.

Forward-looking real-time coaching, when coupled with AI and analytics, can create a whole new level of collaboration, training, and morale within contact centers. CaféX Supervisor Assist is one tool that not only enables supervisors but also remote subject matter experts (SMEs) and peers - to help agents the moment they need the help - not after the fact. The results of this approach are clear and compelling.

Customer service managers have realized significant benefits from live agent coaching; here are the top 5 call center stats that, on average, can be improved with Supervisor Assist:

  1. Average handle time (AHT) decreases up to 5%
  2. First contact resolution (FCR) increases by 4%  in the voice channel
  3. Average agent shrinkage decreases by 2% across channels
  4. Net promoter score (NPS) increases from 4% to 9% across channels
  5. Agent-to-supervisor ratio increases from 8.5:1 to 10:1

In short, happy agents are more productive agents, and live agent coaching has a direct correlation to better customer service. Learn more about real-time coaching and CaféX Supervisor Assist.