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What is the key performance indicator for call center agents?
There are so many ways to measure call-center agents' performance. Which indicator is the best?
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2 Answers
Individual performance over multiple agreed metrics compared to the team average, calculated over a sliding time window taking hours worked into account.
Regular monitoring of the Key Result Areas (KRA) for the process as well as the individuals need to be analyzed for continuous improvement of the processes and the performance of the entire group. Performance need to be tracked on a regular basis and a gap analysis has to be done to identify the areas of improvement for all employees and then the necessary training/orientation needs to be imparted to maintain high levels of skill sets in the projects.
System of rewarding the performers with productivity bonus, generous pay rise and frequent promotions. On the other hand, the same review and analysis also forms the basis for addressing any work place, interpersonal, compensation and other related issues and apply appropriate remedial actions in time.
Regards
PavanM
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