Effective call center agents are crucial in shaping customer experiences and fostering brand loyalty. Many factors can impact a call center agent’s effectiveness, from individual communication skills and product knowledge to the quality of training and support they receive.

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In today’s competitive landscape, establishing the right performance metrics, providing continuous training, and effective feedback loops are all crucial components of improving agent performance. We reached out to a panel of call center managers and business leaders to gain some insight into the best methods for measuring agent effectiveness and the most effective strategies for improving agent performance.

In this article:

• What is call center agent effectiveness?
• Top ways to measure & improve call center agent effectiveness
• Measure & improve call center agent effectiveness with conversation intelligence
• Frequently asked questions

What is call center agent effectiveness?

Call center agent effectiveness is an agent’s ability to deliver high-quality customer support and meet customer expectations while efficiently resolving customer inquiries and concerns. There are myriad factors that influence call center agent effectiveness, such as:

• Communication skills
• Problem-solving ability
• Product knowledge
• Emotional intelligence
• Time management

It’s not just a call center agent’s skills and characteristics that impact their effectiveness, however. There are also a variety of external factors that can have a significant impact on agent effectiveness, such as:

• Quality of onboarding and training processes
• Technological resources
• Organizational culture
• Feedback mechanisms

In the dynamic customer service landscape, enhancing efficiency and effectiveness is critical.

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— CallMiner, Inc. (@CallMiner) October 28, 2024

Every call center wants effective agents, but as the saying goes, you can’t improve what you don’t measure. Establishing key performance indicators (KPIs), ongoing monitoring, and continuous coaching and feedback are all essential steps in measuring and improving call center agent effectiveness. To learn more about how call centers can improve agent performance, we reached out to a panel of call center managers and business leaders and asked them to answer this question: “What are the best ways to measure and improve call center agent effectiveness?”

Top ways to measure & improve call center agent effectiveness

Keep reading to learn what our panel had to say about the best ways to measure and improve call center agent effectiveness.

Karl Tippins

@KarlTippins

Karl Tippins is a finance writer with experience writing about various aspects of the finance industry, from individual financial matters and planning to private equity and corporate finance.

“In order to make sure that agents are following scripts, giving accurate information, and abiding by business regulations and procedures, supervisors can…”

Keep an eye on calls in real-time. Instant feedback enables agents to quickly address any errors or enhance their performance during the conversation, resulting in better client engagements. Supervisors can gain important insights into agent performance, client relations, and operational efficiency through live call monitoring, which eventually improves call center effectiveness.

Erwin Vico

@slickcashloan

Erwin Vico is the CEO of Slick Cash Loan. He is a visionary leader in the fintech industry with a vision to provide fast and reliable access to funds when clients need them most. The company has a streamlined online application process that ensures there is no waiting around for approval decisions or undergoing hard credit checks.

“First call resolution (FCR) measures the percentage of calls that are resolved on the initial contact…”

High FCR rates indicate effective call center practices and can help reduce costs and improve customer satisfaction.

Ensure adequate staffing levels. Having the right number of agents will improve service levels and reduce wait times.

Daniel Tan

Daniel Tan is the esteemed CEO of Ready-Home.com, a distinguished figure in the real estate industry with a decade of unparalleled experience. Born in Singapore and raised in the United States, Daniel has blended international insights with local expertise to revolutionize the real estate market. Under his leadership, Ready-Home.com has achieved significant milestones, including innovative property solutions and record-breaking sales. Daniel's commitment to excellence and his visionary approach continue to set industry standards.

“Use cutting-edge speech analytics tech to check how agents are doing during customer calls…”

This tool can pick up on keywords, feelings, and how they talk to figure out how well agents are performing. By using this tech, supervisors can give specific feedback to agents and figure out what training they need based on what's actually happening in calls.

Besides that, you can add emotional intelligence assessments to agent evaluations. Emotional smarts really matter for good customer service because they affect how well agents can empathize, connect, and handle conflicts. These assessments can show which agents are really aware of emotions and help coach those who need to get better in this area.

Also, you could set up friendly competitions, leaderboards, and rewards based on achievements to keep agents motivated and make improvement more of a team effort. Using games and rewards can make the daily work more enjoyable and encourage agents to do their best. But be careful to observe strict compliance to the rules as you don't want toxic competition to happen inside a workplace.

Finally, it's great to encourage agents to take a look at their own performance regularly. They can use tools or checklists to think about how their interactions are going, figure out what they're good at and what they can work on, and set goals for getting even better. This way, agents feel more in control of their growth and are always striving to improve.

Chris McDermott

@ICLCP_

Chris McDermott is a practicing clinician by day and a life care planner by night. He is a Certified Advanced Practice Registered Nurse with Autonomous Practice in Florida and holds a certification in Adult-Gerontology Primary Care as well as a Certified Life Care Planner.

“To improve agent effectiveness, providing comprehensive training and ongoing coaching is essential…”

This includes teaching agents effective communication skills, product knowledge, and problem-solving techniques.

Additionally, implementing quality assurance programs and regular performance evaluations can help identify areas for improvement and provide actionable feedback to agents.

Furthermore, utilizing technology such as call monitoring and analytics software can provide valuable insights into agent performance and customer interactions. This allows managers to identify trends, address common issues, and implement targeted solutions to improve overall effectiveness.

Jacob Zimerman

@tryvoicesona

Jacob Zimerman is the Founder of VoiceSona, pioneering accent removal for call centers. Featured in NEC's Artificial Intelligence for Call Centers Report, he works with many of the largest call centers in North America.

“When it comes to measuring call center agent effectiveness, we like to primarily focus on the following three criteria…”

1. First Call Resolution: A measurement of how efficient agents are at resolving issues on the first call
2. Average Handling Time: The average duration of customer interactions
3. Customer Satisfaction Score (CSAT): Feedback from customers on their experience

We believe that these three criteria are the best to focus on for improving effectiveness and satisfaction. If you have these three nailed down, your call center is likely in good shape.

To improve a call center agent's effectiveness, you need to first have a baseline of your center's stats. Every industry has a different acceptable level for the three criteria above, and you should aim to be at acceptable or preferably better in all criteria. Once you have a baseline understanding of all your criteria, you can begin improving each one with the following approaches:

1. Continuous training and development: It is vital to regularly provide training to call center reps to ensure that they have a fresh understanding of product knowledge and industry standard customer service techniques.
2. Performance feedback: If you notice agent's are slipping below the acceptable range of your center's KPIs, you should begin evaluating what the reason is and passing information to them regarding how to improve. It's vital that every agent understands where their performance is versus the call center's baseline.
3. Leveraging technology: Technology like CallMiner's conversation intelligence platform can help streamline workflows and provide real time insights that agents can learn from.

Overall, measuring and improving call centers is a continuous responsibility. Once you have set a great foundation, it becomes easier to continue to improve and follow your frameworks.

Michael Ferrari

@avantivesol

Michael Ferrari, Chief Customer Officer of Avantive Solutions, boasts over two decades of expertise in Operational Management, Employee Engagement, Sales Leadership, and Business Development. He has over 20 years of experience in Operational Management, Employee Engagements, Sales Leadership, and Business Development. Michael recently received a Stevie Award for Customer Service Leader of the Year and holds a BS in Mechanical Engineering from North Carolina State University.

“Diving into the heart of agent effectiveness, it's easy to get lost in a myriad of metrics…”

While metrics like Average Handle Time (AHT), Conversion, Customer Satisfaction (CSAT) or Net Promoter Score (NPS) are common measurements of the success the agent is having compared to the program or clients’ goals, call center analytics has proven to be one of the most valuable tools.

Through the use of Voice Analytics (VA) and a solid analytics platform, the observations and performance metrics can be aggregated to identify trends from both the customer side as well as the frontline agent. These trends can be in the form of keyword use, phrases that drive a positive outcome, or even the sentiment of each side of the conversation.

Combine VA with disposition data, aggregate agent performance, and outside data sources, and the picture can become very clear for how effective each agent or team is within the call center. Additional value comes from the fact that you can measure a much greater number of interactions with VA to further refine the accuracy of the assessed information.

The coaching and development process is also enhanced. Having a large dataset with actionable insights helps bring credibility to the observations.

The coach and agent alike can see the broader trends instead of just snapshots of what is happening during the interactions. Being able to see the impacts of the words and phrases they use in contrast to what successful agents are using helps drive a deeper understanding of how taking those actions will result in improved performance for them directly.

Call center analytics doesn't just scratch the surface; it dives deep, offering a holistic approach to measurement and enhancement. While tailoring solutions to specific programs takes time, the payoff is undeniable: faster progress, more engaged agents, and a level of accuracy unmatched by traditional methods.

Oleksandr Stefanovskyi

@intelliartsteam

Having a strong background in data science and software engineering, Oleksandr Stefanovskyi is heading the Intelliarts machine learning team. He gravitates toward data-heavy projects and follows the principles of CRISP-DM methodology.

“Measuring and improving call center agent effectiveness is a must to ensure optimal performance and customer loyalty and satisfaction. Here are the key strategies to use…”

1. Performance metrics

The standard performance metrics in call centers include:

• Average handling time (AHT) to measure the average time an agent spends on each call
• First call resolution (FCR) to track the percentage of issues resolved in the first contact
• Customer satisfaction scores (CSAT) to measure customer satisfaction levels

Monitoring these metrics provides valuable insights into agent productivity and customer experience, which managers can then use to identify areas for improvement

2. Quality Assurance (QA) evaluations: Another great way to measure agent performance is to implement a robust QA program. The idea is to use predefined criteria, such as professionalism or accuracy of information, to measure the employee’s performance.

QA evaluations consist of systematic monitoring of agent-customer interactions, including random call sampling, to get insights into the agents’ areas of strengths and those for improvement. After this, managers give constructive feedback to agents to improve their effectiveness.

3. Use of machine learning: The strategies above are more widespread but lack objectivity because of the human factor. As an alternative (or better as an extra measure), call centers can benefit from machine learning.

For example, sentiment analysis helps to detect real customer emotions and measure satisfaction levels. Real-time caller sentiment analysis can assist in prioritizing high-risk calls and being proactive in addressing customer issues.

Besides, the use of data science can provide meaningful business insights into agent performance. In one case study on cold call effectiveness, a series of data analyses helped the company learn about the factors affecting their cold call performance, including lead demographics, the timing of first calls and follow-ups, the agent who was calling, etc.

4. Training and workshops: Regular training sessions and workshops are also efficient in developing agent skills and enhancing performance. After discovering the areas of improvement, managers can organize training to boost these specific skills.

Rey Ortega

@amplifAI

Rey Ortega, SVP, Head of Customer Success at AmplifAI, has 20+ years of contact center management experience. He's passionate about leveraging data and AI to improve agent performance, boost operational efficiency, and drive revenue growth for organizations.

“In my 20 years of contact center management, I've seen firsthand what works and what doesn't when it comes to agent effectiveness…”

Here are five agent performance strategies I swear by:

1. Don't just rely on the old standbys. I like to go beyond AHT and CSAT and dive deeper into agent behaviors, customer sentiment, and adherence to best practices. These often reveal the true drivers of success.
2. Data is your secret weapon. Analyze your call data to uncover those hidden gems of patterns and insights. This helps identify winning strategies and provide targeted coaching tailored to each of your agent's unique needs.
3. Empower your supervisors. Give them real-time feedback and insights so they can provide immediate guidance and support during calls. It's like having a coach on the sidelines during a game! Your supervisors are only as good as the tools and time they have to coach agents.
4. Personalize, personalize, personalize. Cookie-cutter training doesn't cut it. Tailor your coaching and training programs to fit each agent's unique strengths and weaknesses.
5. Never stop improving. Contact centers are constantly changing. Regularly review your data, refine your coaching strategies, and update your training programs to stay ahead of the curve.

Jan Brandrup

@neuroganinc

Jan Brandrup is the patriarch and current leader of wellness company, Neurogan. He is a seasoned businessman with over 25 years of professional experience. From production manager to lead engineer, to CEO, he has and will continue to use his decades of experience to create a thriving business that helps people improve their wellness routine with the use of Premium Scandinavian CBD.

“As an entrepreneur, I’ve spent time in every facet of my business, including the call center…”

People often underestimate just how important call center employees are, but I never do. I’m sure we can all remember a time when a complaint or issue was handled badly, and it stays with you. Or perhaps you remember an occasion when a call center dealt with a problem particularly well.

Unfortunately, people are far more likely to retain a bad impression, because we’re naturally hardwired to have a negativity bias. From a survival point of view, this is helpful, but from a customer service perspective, it’s really not. It’s imperative that our customer service agents are as effective as possible, and there are ways that we as leaders can support this.

In my experience, you need to deliver with your details. So many issues arise from a lack of clarity, and providing your team with precise, easy to understand information is the antidote to this. This should start right from onboarding, with your SOPs.

These should be specific, detailed, and comprehensive. That way, all employees can refer back to these whenever necessary.

You want to cover every potential scenario, answer FAQs, and provide product information, at the very least. It needs to be easily searchable, and regularly updated, so think about what platform you use to create it (ours is on Google Docs). Putting effort into creating this will save you so much stress further down the line.

Martin Gasparian

@MaisonLawCA

Martin Gasparian is the owner and attorney at Maison Law. He’s a business aficionado with a passion for justice. Before establishing his own law firm, he worked for various major corporations, gaining valuable experience in the field.

“A call center has to reflect the wishes and needs of customers, at all times…”

One of the aspects that most businesses overlook is the composition of its call center staff. As an owner of a business whose customers come from different cultural backgrounds with unique languages, I've come to realize that it's important to hire employees who come from the communities that my business serves.

As such, I believe that the best way to measure and improve is to assess how your call center employees reflect the cultural backgrounds of your target market.

This is important to ensure smooth communication with your customers who reside in different communities. For instance, if your business offers services in countries with different languages, you need to ensure that you hire employees coming from these countries or those who have been exposed to the culture of these countries.

In my case, as a law firm that offers legal services to Spanish-speaking and English-speaking communities in the USA, I hire call center agents who not only know how to speak Spanish and English but also those who have been exposed to the cultures of these communities. So to measure the effectiveness of your call center, you need to do a head count of employees who come from communities where your customers are from.

So, before you start hiring these employees, you need to understand your target market.

Misti Morgenstern

Misti Morgenstern is the founder of Elevate Events, an event staffing agency. With extensive experience in managing customer service teams, Misti offers practical strategies for improving call center effectiveness through performance incentives and tailored training.

“As the founder of Elevate Events, I’ve managed customer service teams and have found that incentivizing call center agents and personalized coaching are crucial for effectiveness…”

Here’s how you can enhance your call center operations:

• Offer high commissions on profit for agents who excel. This approach rewards those who close deals or convert leads, boosting motivation. For new or less experienced agents, consider starting with an hourly pay model while they build their skills. Transitioning to a commission-based system as they gain proficiency can incentivize growth and performance.
• Tailor incentives to individual agents based on their strengths and weaknesses. For example, provide bonuses for those who excel in upselling or retaining customers. Personalized incentives not only drive performance but also help steer prospects from booking directly, encouraging them to use your services.
• Implement detailed sales scripts that guide agents through calls while allowing room for personalization. Experienced call specialists should review new agents’ calls and provide actionable feedback. This hands-on approach ensures agents improve their techniques and adapt strategies that align with the company's goals.
• Regularly monitor and review performance metrics such as conversion rates, Average Handling Time (AHT), and Customer Satisfaction Scores (CSAT). Use this data to refine training programs and adjust incentives as needed.
• Empower agents to make decisions within set guidelines. Providing autonomy can boost confidence and lead to faster, more effective resolutions, enhancing both agent satisfaction and customer experience.

Implementing these strategies creates a dynamic and motivating work environment where agents are driven by performance-based rewards and continuous professional growth.

Edward Tian

@GPTZeroAI

Edward Tian is the CEO of GPTZero. At GPTZero, they believe that the safeguards for new technologies to be adopted responsibly need to be released immediately. Their team is engineering the vehicle for responsible AI adoption. Motivated by their shared vision for transparency in machine learning, they are committed to building a future where AI works for everyone.

“These days, people are used to dealing with AI or online chats when they have a question or issue that needs resolving…”

So, a lot of the time, when a person is reaching out to a call center, they have already attempted those methods first and didn’t get what they needed. Many people reach out to call centers when they need to talk to a real person.

Because of that, call centers today can be their most effective by taking personalized approaches to each caller. Instead of just reading from scripts, agents who actually talk with their callers and get to know them can often get the best results and make the happiest customers.

Raisha Shrestha

@ling_languages

Raisha Shrestha is the Marketing Manager at Ling. Raisha has a wealth of experience in marketing and branding apps within the gaming and edtech industries. Her data driven practices and vision have helped brands to increase reach, installs, and user retention. Raisha specializes in email CRM, growth marketing, ads and much more.

“To really gauge and boost call center agent effectiveness, I recommend mixing traditional metrics with some fresh strategies…”

Kick things off with the basics like call resolution times and customer satisfaction scores, but don't just stop there. Set up real-time feedback systems so agents get instant, actionable tips.

Also, make sure to include regular coaching that hones in on soft skills and empathy—these are often missed but key for great customer interactions. Leverage AI tools to spot trends in agent performance and focus on specific areas for improvement.

Through blending these approaches, you’ll not only keep track of how well your team is doing but also help them continuously grow.

Sean Clough

@HarmonySupplies

Sean Clough is the Principal at Harmony Lab and Safety Supplies, a leading provider of laboratory and safety equipment to various industries, based in California. With over 20 years of experience in the field, Sean has established himself as a trusted expert in lab and safety solutions.

“For my team, I would say that the most effective strategy we ever implemented was…”

Mentorship and pairing junior agents with senior, more experienced agents.

We initiated a structured mentorship program where each newcomer was assigned a seasoned agent who acted as a mentor. This one-on-one guidance allowed junior agents to quickly acclimate to the company's expectations, processes, and best practices.

The senior agents provided real-time feedback, shared tips on handling difficult customers, and showcased successful call techniques through live call monitoring and role-playing exercises.

This hands-on learning approach was invaluable, as it helped junior agents gain confidence and improve their skills rapidly.

Additionally, it definitely fostered a supportive team environment where knowledge sharing was the norm, greatly enhancing overall team performance and morale.

Of course, we also used CRM tools to improve the coaching process, but this would not have been successful without a mentoring technique.

Max Williams

Max Williams is the Founder and CEO of HeroBot.

“As the Founder/CEO of herobot.app, I’ve had extensive experience in leveraging technology to optimize team performance, including within call centers…”

Measuring and improving call center agent effectiveness is critical for maintaining high customer satisfaction and operational efficiency. Here are my insights on the best strategies to achieve this:

Key Performance Indicators (KPIs):

• Average Handle Time (AHT): This measures the average duration of a customer call, including hold time and after-call work. Shorter AHT generally indicates efficiency, but it’s crucial to balance it with call quality.
• First Call Resolution (FCR): The percentage of calls resolved on the first interaction without the need for follow-up. Higher FCR indicates better problem-solving skills and customer satisfaction.
• Customer Satisfaction (CSAT) Scores: Post-call surveys can provide direct feedback from customers regarding their experience. High CSAT scores reflect good agent performance.
• Net Promoter Score (NPS): Measures customer loyalty by asking how likely they are to recommend the company to others. Positive NPS trends can be a sign of effective call center interactions.
• Quality Assurance (QA) Scores: Regular monitoring and evaluation of call recordings against a predefined set of criteria. This helps ensure agents adhere to company standards and protocols.
• Attendance and Adherence: Measures how consistently agents are available and adhering to their schedules. High adherence rates are crucial for maintaining call center efficiency.

Advanced Analytics:

• Speech Analytics: Utilizing AI to analyze call recordings for sentiment, tone, and keywords can provide deeper insights into agent performance and customer interactions.
• Performance Dashboards: Real-time dashboards that track individual and team performance against KPIs allow for quick identification of areas needing improvement.

Comprehensive Training Programs:

• Initial Training: Equip new agents with thorough training on products, services, company policies, and customer service skills.
• Ongoing Training: Regularly update training to address new products, services, or changes in customer service protocols. Continuous learning helps agents stay sharp and informed.

Coaching and Feedback:

• One-on-One Coaching: Regular, personalized coaching sessions can address specific areas for improvement and provide targeted support.
• Peer Reviews: Encouraging agents to review and provide feedback on each other’s calls can foster a collaborative learning environment.

Empowerment and Autonomy:

• Decision-Making Authority: Allow agents to make certain decisions independently to resolve customer issues quickly. Empowered agents are often more effective and confident.
• Access to Resources: Ensure agents have easy access to the information and tools they need to assist customers effectively.

Motivation and Recognition:

• Incentive Programs: Implement performance-based incentives to reward high-performing agents. This can include bonuses, gift cards, or additional time off.
• Public Recognition: Acknowledge top performers in team meetings or company-wide communications. Recognition can boost morale and motivation.

Technology and Tools:

• CRM Systems: Integrate robust Customer Relationship Management (CRM) systems to provide agents with comprehensive customer information, improving the quality and speed of interactions.
• AI-Powered Assistants: Implement AI tools like chatbots or virtual assistants to handle routine inquiries, allowing human agents to focus on more complex issues.

Work Environment:

• Ergonomic Workspace: Ensure agents have a comfortable and ergonomic workspace to reduce physical strain and improve overall well-being.
• Positive Culture: Foster a positive and supportive work culture where agents feel valued and part of a team.

Measuring and improving call center agent effectiveness involves a multifaceted approach that combines clear metrics, continuous training, empowerment, and motivation. By leveraging advanced technology and fostering a supportive work environment, call centers can enhance agent performance, leading to higher customer satisfaction and operational excellence.

At herobot.app, we apply these principles to optimize our customer service operations, ensuring that our team is equipped, motivated, and empowered to deliver exceptional service. This holistic approach not only boosts performance but also enhances the overall customer experience.

Sergei Kalachev

@voctiv

Sergei Kalachev is the COO/CFO of Voctiv Inc., a leading AI company specializing in Conversational AI solutions. They are at the forefront of integrating AI-driven Virtual Agents into various business operations, particularly call centers.

“One of the most effective ways to increase call center agent effectiveness is by…”

Introducing AI-driven Virtual Agents (VAs). At Voctiv Inc., we have found that our AI agents consistently outperform human agents in marketing, sales, and support cases. These AI agents provide full transparency and detailed data on interactions, making it easier to measure and optimize their performance.

By handling routine inquiries and providing immediate responses, AI agents allow human agents to focus on more complex issues, thereby improving overall efficiency and customer satisfaction. The detailed analytics and performance metrics generated by AI agents offer valuable insights, enabling continuous improvement and strategic decision-making.

Our clients have successfully implemented these strategies, leading to significant improvements in call center operations and customer satisfaction.

Mary Zhang

@dgtlinfra

Mary leads Dgtl Infra's Data Center coverage, analyzing major players like Equinix and Digital Realty. With 5+ years of experience, she focuses on hyperscale, colocation, cloud, and edge computing sectors. A graduate of Duke University with an MBA, Mary previously worked as a Lead Strategy and Consultant in the data center industry.

“Focus on a balanced scorecard approach…”

We track a combination of quantitative and qualitative metrics, including Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT) scores, and Quality Assurance (QA) ratings. This holistic view prevents over-emphasis on any single metric at the expense of overall performance.

Implement real-time analytics tools. We use AI-powered speech analytics to provide immediate insights into agent-customer interactions. This allows for timely coaching and has improved our FCR by 18% over six months.

Regular calibration sessions are essential. We conduct bi-weekly sessions where managers listen to calls together and align on scoring standards. This has reduced inconsistencies in QA ratings by 25% and improved the fairness of our evaluation process.

Personalized coaching plans based on individual agent data have been game-changers. By identifying specific areas for improvement, we've seen a 30% increase in agent effectiveness scores across the board.

Don't underestimate the power of peer learning. We've implemented a mentoring program pairing top performers with newer agents, resulting in a 20% faster ramp-up time for new hires.

Regularly reassess your metrics and strategies to ensure they align with evolving business goals and customer expectations.

Steve Sacona

Steve Sacona is the Founder of Top 10 Lawyers, Australia’s #1 lawyer comparison site. He has helped over 100,000 Australians every year to find the right lawyers for their case needs, by region and by category law.

“From the cases I've handled thus far, I'd say that one great way to measure and improve call center agent performance is…”

By paying close attention to customer feedback and how quickly issues are resolved.

By examining the quality of each interaction and how efficiently agents handle different situations, you’ll spot both strengths and areas that need a bit more work. Incorporating a bit of some role-playing exercises or peer coaching can be also be a great way for agents to fine-tune their skills and build confidence when dealing with all sorts of customer concerns. This not only sharpens their communication but also fosters a more supportive team atmosphere.

Legally, it’s always a must to make sure your agents are well-versed in compliance and data privacy laws, especially when handling sensitive information. Some clear guidelines and consistent training on these topics help safeguard your business and give agents the confidence to handle their roles with care and professionalism.

Logan Shooster

@LivePhoneAnswer

Logan Shooster is the Vice President of Strategic Growth at Answering Service Care, a leader in the answering service industry. With a Bachelor’s degree in History from Amherst College, Logan is a third-generation leader in the family business. Logan has a deep understanding of the answering service industry.

“In the fast-paced environment of call centers, maintaining high agent productivity is crucial for delivering excellent customer service and achieving business goals…”

To ensure agents perform at their best, it’s important to measure effectiveness using key metrics and implement strategies for continuous improvement. Here are six effective ways to measure and enhance call center agent performance.

1. Measuring Work Time vs. Payroll Time: A key productivity metric is comparing agents’ availability—when they are ready to take calls—against their total paid hours. This shows how much time is spent actively engaging in customer service versus non-productive tasks. An ideal availability rate is typically above 75-85%.

Improving availability can involve streamlining workflows, reducing time spent on after-call tasks, and aligning shift schedules with peak demand periods. Regularly reviewing and addressing non-productive time helps keep agents focused on customer interactions, which enhances overall productivity.

2. Leveraging Quality Assurance (QA) Insights: Quality assurance is essential for assessing how well agents handle customer interactions. Modern QA approaches often go beyond traditional metrics by focusing on customer sentiment and accuracy in resolving issues. Utilizing tools that analyze interactions can provide insights into areas like script adherence, problem resolution, and emotional intelligence.

These insights can guide coaching and training efforts, helping agents improve their communication skills and service quality. By continuously refining processes based on QA findings, call centers can boost both individual performance and overall service effectiveness, aligning agent efforts with customer expectations.

3. Balancing Talk Time, Hold Metrics, and Handle Time: Balancing talk time, hold times, and average handle time (AHT) is essential for maintaining efficiency and customer satisfaction. A productive agent typically achieves a balanced talk time, ensuring quality interactions without excessive delays. Monitoring hold times helps manage call volumes effectively, while reducing unnecessary holds can minimize customer frustration.

AHT, which measures the duration of customer interactions including talk and after-call work, provides a clear picture of efficiency. The goal is to minimize wait times and handle calls promptly without rushing agents, which maintains high service standards. Training agents on effective call handling techniques can help achieve this balance.

4. First Call Resolution (FCR): First Call Resolution (FCR) measures the percentage of customer issues resolved on the first contact without the need for follow-up. An FCR rate of 80% is often a target for high-performing call centers, indicating that agents are effectively addressing customer needs on the first attempt. High FCR reduces repeat calls and enhances overall satisfaction.

To achieve an 80% FCR rate, ensure agents have access to comprehensive resources and training that empower them to resolve a wide range of issues. Providing tools that offer quick access to customer information and solutions can help agents resolve inquiries efficiently. Regularly monitoring FCR and offering feedback helps maintain high standards and continuously improve the customer experience.

5. Effective Workforce Management (WFM): Workforce management software is critical for matching staffing levels to call volumes, ensuring agents are neither overworked nor idle. This involves forecasting call demand, scheduling shifts appropriately, and making real-time adjustments to address unexpected volume changes. Accurate demand prediction and strategic scheduling help optimize agent availability.

Implementing robust WFM practices or software can streamline these processes, providing real-time data to make necessary adjustments. This not only improves agent productivity but also enhances customer satisfaction by reducing wait times and meeting service level targets consistently. Effective WFM ensures a flexible, responsive approach to staffing that supports both agent well-being and business needs.

6. Incentivizing Productivity: Motivating agents requires recognizing and rewarding their efforts, not just monitoring their metrics. A well-structured incentive program that rewards key performance indicators like availability, QA scores, and customer satisfaction can drive continuous improvement.

Offering bonuses for meeting targets, recognizing top performers, and fostering a positive, competitive environment can boost morale and productivity. Regularly updating incentive criteria based on feedback and evolving business goals helps keep the program relevant and motivating for agents, encouraging them to strive for excellence.

7. Achieving Optimal Performance: To enhance call center agent effectiveness, it’s important to combine the right metrics with supportive coaching, practical tools, and motivational strategies. By focusing on availability, quality assurance, efficiency metrics, workforce management, and incentives, call centers can significantly improve agent performance, increase customer satisfaction, and achieve their operational goals.

Applying these strategies can help your call center agents exceed performance targets and deliver the high-quality service that keeps customers loyal. Investing in agent development and utilizing the right tools will ensure your call center remains agile and competitive in a dynamic market.

Haiko de Poel, Jr.

Haiko de Poel, Jr. is the Owner of Mass Impact. With a dynamic blend of creativity and strategic acumen, Haiko stands at the forefront of digital innovation as a Fractional Chief Marketing Officer. Specializing in the art of branding and rebranding, Haiko has become the go-to strategist for start-ups and established companies alike, seeking to carve a distinctive identity in crowded markets.

“Call center agent effectiveness is crucial for a brand's customer experience and efficiency…”

I focus on two primary areas: performance metrics and agent engagement. From my experience in digital marketing, data-driven strategies are key. Agents’ performance can be measured through CSAT scores, average handling times, and first-call resolution rates. Regular analysis of these metrics helps identify areas needing improvement.

I also believe in leveraging conversational AI, much like our work in enhancing digital assistants. AI tools can assist in real-time feedback, guiding agents during calls for improved performance. For instance, implementing chatbots for common inquiries allows agents to focus on complex issues, boosting productivity and satisfaction.

Another vital aspect is continuous training and motivation. Drawing parallels from successful SaaS transitions, we conduct regular training sessions—both online and in-person—which have significantly improved agent skills and morale. Our team sees improved efficiency and happiness, directly impacting customer satisfaction.

Dan O’Keeffe

Dan O'Keeffe is a seasoned executive with extensive leadership experience across Fortune 100 companies, specializing in Marketing, Financial Services, Global Consulting, Global Human Resources, Supply Management, Operations Management, and Corporate Strategy. With a proven track record of driving results at some of the world’s most recognized organizations, Dan is now the founder and owner of SPX Marketing LLC, based in Buckeye, Arizona. Throughout his career, Dan held roles at John Deere and AON/Hewitt Associates.

“In my role at John Deere, I focused on empowering teams through streamlined operations…”

A tactic I found effective in measuring call center agent success is integrating metrics from global HR strategies. Using a balanced scorecard approach helped align agent performance with company goals, focusing on key KPIs like customer satisfaction, first-contact resolution, and cross-cultural communication proficiency.

At AON/Hewitt Associates, we used team-based incentives to boost engagement. By publicly recognizing high performers and sharing success stories, agents were motivated to improve their effectiveness. When agents know their contributions are valued, it fosters a strong team dynamic and improves overall productivity.

Implementing technology in operations management at John Deere taught me the importance of continuous improvement processes. For example, by introducing a feedback loop system, we could track real-time data on customer interactions and adjust training programs accordingly. This iterative process ensured that our agents maintained a high standard of service, which directly impacted client satisfaction and retention.

Measure & improve call center agent effectiveness with conversation intelligence

To support call center agents and enhance #CX, leaders must prioritize tools that will empower their teams.

This includes solutions that can:
💡Integrate with existing systems
💡Centralize training materials
💡Provide performance feedback

Read more. 👇

— CallMiner, Inc. (@CallMiner) October 29, 2024

Conversation intelligence is a powerful tool for measuring and improving call center agent effectiveness. CallMiner is a robust AI-driven platform used across many industries to increase sales effectiveness, improve the customer experience, and enhance agent performance. Request a demo to discover how CallMiner’s AI-powered coaching, contact center analytics, and other AI-powered tools can help you boost agent effectiveness and unlock your call center’s success.

Frequently asked questions

How to measure call center agent performance?

There are many ways to measure call center agent performance. First, it’s important to establish KPIs for your call center. Common metrics include Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT) scores, and quality assurance evaluations.

What are 7 important call center skills every agent should have?

There are many essential skills for call center agents. Seven of the most important call center skills an agent should have include:

1. Excellent communication
2. Empathy and patience
3. Active listening
4. Problem-solving
5. Adaptability
6. Time management
7. Product or service knowledge

Call center agents with these skills are better able to handle diverse customer needs and manage challenges effectively.

What is the biggest challenge of a call center agent?

One of the biggest and most common challenges call center agents face is managing high stress situations while maintaining a positive, professional attitude. Customer interactions can be complex and calls may be challenging, which can lead to burnout without effective stress management strategies.

How do you deal with an underperforming call center agent?

Start with a one-on-one discussion with an underperforming agent to identify specific challenges they’re facing and provide constructive feedback. Set clear, achievable goals, offer personalized training or mentoring, and monitor their progress over time. It’s also important to recognize improvements and provide ongoing support, which can help motivate agents and boost performance.