Self Motivated Agents

As managers we all know that we must get the maximum out of every penny we spend. Cutting costs and increasing productivity is the “holy grail” for us all in every business. We know that CAPEX budgets are restricted so the opportunity to try something new is limited. Here in the UK, the call centre industry is mature – with lots of technology solutions available that provide information about agent performance - time spent on phone; balanced scorecards; quality scores etc. Despite this plethora of solutions:

Motivating staff remains a problem – with attrition running at 20%+ in some UK locations;
Staff are both the biggest asset and highest cost of any call centre - meaning that productivity and efficiency remain the key requirement
Measuring performance that impacts the bottom line is key - based on having the right effectiveness measures such as call conversion, customer satisfaction etc. that drives agent performance.

So the question is … is there another way and a better way for technology to achieve this objective? One potential answer is Self-Motivated Agents where the use of technology has a more direct correlation to overall contact centre performance. The result is Agents who enjoy their job so much and see the rewards of their efforts immediately that they will naturally work harder; remain with their employer longer and take better care of their customers.

Real time performance management tools

For the past couple of years we have tracked the rise in the US of a software tool that we believe addresses these fundamental issues of Agent performance. Called Agent00, and now available here in the UK, it provides:

Real time performance information – immediate feedback to agents throughout their shift on how they are meeting the goals of what is expected – a minimum level of achievement with stretch targets in order to achieve additional rewards.
Customer feedback direct to the Agent – that reflect Customer Satisfaction in how the customer (the person contacting the agent) reviews the agent through the form of post call surveys.
and Positive Immediate Consequences – where Agent actions are directly impacted by having a meaningful outcome for the individual.

What makes Agent00 different as a technology solution is that it focuses exclusively on just one factor – PEOPLE – and is directly measurable in the call centre effectiveness outputs that matter. It therefore builds upon all the existing technology and operational approaches and makes them work consistently – day in and day out – providing lasting change

Hungry for information?

Our white paper on Self Motovated Agents looks at the latest technology solution that allows Agents to see the rewards of their efforts immediately so they naturally work harder; remain with their employer longer and take better care of your customers.

Once you have reviewed the information then please Contact Us so that we can help you increase your call centre performance.