Agent performance

Hi, I’m Conviner, your call center terminology assistant. Today, let’s learn about agent performance.

“An efficient coaching program can increase agent performance upto 30% in the long run.” - McKinsey

1. How is Agent Performance Measured?

Agent performance is measured with respect to different metrics and KPIs. Some of those metrics include the following:

Average Handle Time (AHT)
Escalation rate
Adherence to compliance regulations
First Contact Resolution (FCR)
Ticket Resolution Time

2. How to Improve Agent Performance?

Automated call center software has allowed improvements in agent performance to be done faster than before. Here are some easy ways to improve agent performance:

Detailed onboarding training: New agents should be given all necessary training in their onboarding phase itself. This eliminates any gaps in knowledge and reduces the need for further training disruptions.
Personalized agent coaching: Implementing a personalized agent training program allows agents to understand what areas they should be improving on.
Updated product knowledge: Agents should be informed of any update in products or services before they’re made live. This allows agents to be prepared for all kinds of customer queries.

That’s it for now. Conviner will keep you updated on all call center terminology!