Last week, I introduced the topic of Blended KPIs, and their various interpretations related to contact center performance tracking.
This week, I dive into two common use cases that serve to elaborate on how KPIs can be combined, and also prioritized, or weighted, to represent a fair and realistic measure of an agent's current performance and future potential.
Use Case #1: multiple queues
Let's examine a scenario where a contact center agent happens to be managing two types of calls: customer service request from their typical duties, and overflow from a sales queue. Challenge accepted!
If you were to rate the agent's performance in a simplistic fashion, based on, for example, AHT (Average Handling Time), the result would be a gross misrepresentation of actual effectiveness, since the 2 types of calls are comprised of completely different categories.
Now, there are several quality articles about how best to handle multiple channels, queues, and maintain a personal touch with your customers. And these skills are at the core of how a good agent operates.
But how do you effectively, and fairly, measure this kind of task structure?
If you consider each goal for AHT separately, then assign a weight according to call volume, you will end up with a more realistic view in a single, blended AHT metric.
In this example:
(4 * 70) + (10 * 30) / 100 = 5.8 minutes
Use Case #2: multiple KPIs
In this scenario, we have a team of agents that handle multiple channels, with a top-level KPI for each, and our contact center manager would like to establish a single overarching KPI in order to monitor performance while accounting for several factors. This is a situation where we can apply a balanced score to a set of distinct KPIs, each with an associated weight, or as above, level of importance.
In this example:
(74 * .40) + (79 * .30) + (81 * .30) = 78%
Come back next time for more on this topic, as we weigh (pun intended) the advantages of this approach to performance management.
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