Tag Archives: agent productivity

Measuring Agent Productivity in an Omnichannel World

As customer call centers have evolved into customer care centers, managers have had to adapt with new strategies for going beyond solving customers’ problems to finding ways to delight them at every touch point. The rewards can be great — customer loyalty and brand advocates — but only if customer care is done right.

Making sure that happens involves a complex melding of best practices in technology, process, and agent performance. One element that brings all three of these factors together is an omnichannel approach.

Ensuring a smooth and consistent experience between channels — phone, email, text, and chat — is the key to success in omnichannel customer care delivery. But to ensure that success, you need to know what’s working, especially in terms of agent efficiency.

In the old voice world you measured the length of phone calls, how many calls per hour, and the percentage of issues resolved during the first call, pretty straightforward, but with agents using multiple channels in a given shift, those measurements no longer tell the whole story. Let’s look at the challenges of measuring agent activity and productivity in an omnichannel world and how you can overcome them:

Challenge #1 – Blending

Within the omnichannel world you might have each agent assigned to just one channel, which keeps measuring their performance simple. However, another approach is having any given agent assigned to multiple channels simultaneously. For example, an agent might take calls, but respond to emails or chats when call volume is slow.

While this approach serves to increase overall efficiency for the care center, a single agent may not be as productive as they would be using just one channel at a time, especially when asked to handle too many channels.

The first step to optimal performance is appropriate performance measurement. For example, let’s say you have two pools of agents handling inbound phone calls:

  • Pool #1 handling only calls[su_spacer size=”10″]
  • Pool #2 responding to emails in between calls[su_spacer size=”10″]
  • Expectations for Pool #2 handle times should be adjusted accordingly, given that these agents need time to shift between channels and tools.[su_spacer]

This scenario becomes increasingly complex as you add more channel types and combinations, and you must determine the level of granularity needed to be effective at managing your workforce according to contact load. The best approach is to be as granular as possible on initial setup, and then aggregate metrics as you choose to ignore certain levels of differentiation to simplify ongoing management.

Challenge #2 – Simultaneous Interactions

Simultaneous interaction handling is not recommended. Agents juggling more than one customer at a time are more likely to exhibit lapsed concentration, mistakes in execution, and accidental sharing of private information.

However, there are care centers out there pushing those boundaries, so some agents will be handling multiple channels simultaneously. These agents may be engaged, for example, on a phone call and a chat at the same time.

So, in a five-minute window, if a given agent is talking on the phone to one customer and chatting with another, the appropriate measurement of time spent might be five minutes for each interaction, for a total of ten minutes.

This means that an agent could potentially have more interaction time (say six hours) than their actual shift time (four hours). Managers may need to adjust the processes and tools they use to accurately measure results.

Challenge #3 – Virtual Queuing

When no agents are available, virtual queuing allows customers to schedule a call back when call volume is low or hold their place in the queue and call back when it’s their turn. This method is more convenient for customers, but — to ensure it works most efficiently — care centers must properly attribute the queue time of the interaction even when there is no call physically waiting in the telephony environment.

With falsely short queue times, measurement systems may offer lower numbers than expected as there appear to be more calls handled within acceptable queuing thresholds. It’s also important to note that virtual queuing strategies (and the metrics used to measure their effectiveness) only work if there are down times during which agents can make return calls.

Invest in the Right Technology

The key to accurate measurement in the omnichannel environment is the right technology. Granularity is important because you must be able to group by agent skill set or interaction type combinations. Those base metrics can later be combined to achieve the desired level of reporting.

Therefore, it’s prudent to seek out tools, such as Aria’s Visualizer, that capture and display data at the distinct interaction level. The key is to get reports of all events (including interactions, routing, and meta data) within an environment, so you can later analyze that data in ways that are meaningful to your care center and your company.

You also need to be able to accurately capture presence data, and precisely attribute handle times to each channel method. The right tool for these tasks is one that seamlessly connects your customer relationship management (CRM) system, such as Salesforce, with your workforce management (WFM) system. This type of application can provide accurate metrics like the average queue wait time, or average interaction handle time (including all channels), which help with forecasting and staffing.

Finally, having all channels operating within one system can assist in measuring critical metrics. Commonly, an agent will be working within two or more channels, using a separate tool for each one. Because the systems are separate, so is the data gathering, meaning there could be inconsistencies in how performance is measured. Unified agent desktop technology helps in connecting all channels to one system in order to gather consistent, complete, and useful data.

Bottom line: the challenges of working within an omnichannel environment don’t have to outweigh the benefits. The investment you make in omnichannel operations may come back to you many times over, but only if you can optimize agent performance. The best way to do that is to recognize the challenges, and make sure you have the right tools to address them.

Agent Desktop Optimization: How Many More Screens Can Your Agent Handle?

Successful contact centers have always relied on speed. It’s about getting more done, in less time. To better manage customer conversations and respond to their inquiries in a timely manner, contact center agents need access to the right information immediately. The trouble is – most contact centers face data silos and believe that expensive, custom integration for agent desktop optimization is their only alternative.

It all comes down to inefficient infrastructure. Agents are forced to work with disparate IT systems that don’t talk to each other, making access slow and labor-intensive.

Over the years, mergers and acquisitions have shoehorned incompatible technology or multiple data sources together, making the infrastructure even more complex.

Wasted time and unnecessary costs

The average agent spends 15% of their time searching for the information across disparate systems to respond to customer inquiries (the Aberdeen Group research). This results in a lost cost of productivity of $1.57 million each year for a 300-seat contact center.

It’s a daily battle, and it gets them down. They’re not as productive as they want to be. They can’t serve customers as well as they need to, and there’s nothing they can do about it.

The extra ongoing costs of managing and maintaining disparate and legacy systems mean your business is bleeding money where it doesn’t have to.

Improving agent efficiency with unified, omnichannel technology

Modern contact centers need to add channels like voice, email, chat, mobile, social media to serve their customers. And the number of channels and tools used by contact center agents is expected to increase. This, coupled with data silos, means organizations need to rethink priorities and find alternative solutions.

According to 2016 Aberdeen Research “Optimize your customer experience strategy, get data right”, delivering consistent omnichannel conversations depends on companies providing all relevant employees with a unified view of their customer journey. So, it’s important that contact centers integrate this omnichannel approach into their agent desktop technology.

By investing in an optimized agent desktop, agents no longer have to switch between several screens to find the information they need. It’s simply there when they need it. To achieve this, agent technology needs to be integrated with multiple data sources, such as CRM solutions like Salesforce, while also providing access to legacy databases, such as billing systems or custom in-house systems.

There are platforms and solutions available that make integration faster and more powerful than ever before. So, improving agent’s access to information through agent desktop optimization may not be nearly as costly as you think.

The faster an agent can access what they need, the happier they’ll be. The same goes for their customers. Optimizing agent technology to speed up customer service should be a priority. For example, Amazon patented its ‘OneClick’ purchase process to retain what it believes is an enormous business advantage in terms of customer service. Amazon achieves extremely high conversion from its existing customers. Since the customer’s payment and shipping information is already stored on Amazon’s servers, it creates a checkout process that is virtually friction-less.

It’s this “friction-less” transaction concept that is needed in your contact center. Whether answering a customer’s question, selling them a product, or providing a service, enabling your agents to perform friction-less transactions should be the goal. Creating an integrated solution is a big part of this process.

In fact, integrated solutions are already delivering. The majority of companies improving agent productivity and performance can access relevant customer data through a single screen, therefore, improving first contact resolution and customer retention rates. For any business concerned about employee retention, this is the way to ensure it.

Contact us today to learn how Aria can help your contact center maximize agent productivity and ensure customer satisfaction across multiple channels.