Agent performance

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:

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:

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

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Convin records, transcribes and analyzes all your sales calls to give insights on what’s working on calls and what’s not.

Convin records, transcribes and
analyzes all your sales calls to give
insights on what’s working on calls
and what’s not.

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US
2093 Philadelphia Pike #5025
Claymont, Delaware 19703
(+1) 6282095776
INDIA
Bhive Workspace No.112,AKR
Techpark, A-Block, 7th Mile
Hosur Road, Krishna Reddy,
Industrial Area,
Bengaluru-560068
+91 7011464590, +91 8802881329