Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume III, Issue 3

Date: March 1, 2002 - Agent Monitoring

A hot topic right now is the issue of monitoring. I agree that monitoring is an opportunity to identify qualitative differences among agents.

As monitoring gets more sophisticated, it not only records and plays back calls, it also monitors screens and the agents' use of them. This enables you to see how accurately they enter data related to each call, as well as if they are using the correct screen forms, and/or are going to unnecessary screens, making navigation errors, or not logging into systems correctly.

While measuring an agent's average talk time against benchmarks may give you a general sense of whether they are effficient, statistics in themselves aren't sufficient indicators of performance. Why? Because they deal with people in quantities, rather than as individuals. Basing evaluations solely on statistics doesn't help you figure out what makes agents special in the way they communicate with customers.

If performance were just a matter of measuring the average length of call, quality assurance would be an easy discipline.

The questions I would ask: Are you monitoring whether your agents:

My caveat here is don't forget the people. They (and their humanness) are what makes the difference!

QUOTE OF THE MONTH: The rung of a ladder was never meant to rest upon, but only to hold a man's foot long enough to enable him to put the other somewhat higher. -- Aldous Huxley

2002 Human Technologies Global, Inc.

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