Call Center Metrics: Will or Skill
Call Center Metrics: Call Center Leadership Training Resource #2…
Make Sure you download Call Center Leadership Training information from this article and watch your call center metrics soar!
I have a confession!
I’m a long time Operations person and I like to focus on results and that means looking at Call Center Metrics
I use to have a boss that would say to me and the team… “Don’t confuse activity with results.” I always liked that saying but learned over time that “activity”, if properly focused could have a positive effect on Call Center Metrics.
For instance, coaching somebody is an “activity” but when done properly it can have a lasting effect on that persons performance, thus improving your overall call center metrics. Another example is call center leadership training. Although the results are not immediately recognizable they will have a lasting effect on call center performance. Of course the training needs to be impactful and deliver the right message and based on driving the proper call center metrics.
I’ve been in the call center industry for 25+ years and I’ve noticed that call center agent performance (or lack of) comes down to one of two issues (that can be addressed with Call Center Leadership Training.)
Improve Call Center Metrics By Identifying Will or Skill
Will or Skill… some people refer to it as ability or effort. But basically they mean the same. And how you approach a coaching session is determined by what category the call center agents falls into.
As an example, let’s say you have an agent that is missing their goals and you determine based on observation (i.e. call monitoring) that they need help. Maybe they are a sales agent and they are having a hard time getting past the gatekeeper or maybe they are out of sync when delivering features and benefits of the product. Normally on the sales side I see that many agents have issues with rebuttals. In any event they have a “Skill” problem and will require coaching to improve this skill and their call center metrics.
Conversely, you have another call center agent that appears to do the job when they know they are being observed. When they are not being observed they choose not to perform (this is a frustrating situation), the type of coaching requires initiating alternatives for that particular agent.
Does your staff have a check list to immediately identify which coaching method is appropriate? Do they know how to maximize each coaching session and drive each call center agent to perform at their peak? Does your call center leadership training support and drive call center metrics?
If your answer is no… or if you want to compare your current call center metrics solution with mine then I recommend you download this free resource.
If you downloaded “The role of a Supervisor” already then simply Login to your account – the link will be there for you to download this Call Center Performance Management Process. If you haven’t signed up for our free members area, you can do so now by going to our free call center training module area:
What did you think about the post? Do you have Call Center Leadership Training in your center? Please leave a comment… we look forward to hearing from you! If you care about your call center metrics you’ll download this tool!
31 Responses to “Call Center Metrics: Will or Skill”
Daniel on July 8, 2010
This is a great way to look at the situation in call centers and how it should be approached. There can be a lot of improvements with just this basic step.
Gary on July 8, 2010
This is good advice Greg! Thanks for sharing!
Gladys on July 8, 2010
It's great having someone who's very familiar with the call center industry and how it works (or should!) share his knowledge. Please keep it up Greg.
Lauren on July 8, 2010
Thanks for this advice. It's very simple and applicable and I'm sure it'll improve call center operations
Cheryl on August 3, 2010
Hi Greg, How long have you been developing your resources? Have you ever changed some points you've raised before?
Terance on August 8, 2010
This really is the big issue: will or skill. Or better yet, how to make your agents and supervisors develop both.
Shelia on August 8, 2010
I just bookmarked this site. I hope you continue sharing your knowledge on call center operations.
Rita on August 9, 2010
Hi! Looks like you really know how a call center works. If you don't mind, how long have you been developing your call center metrics solution?
Lourdes on August 9, 2010
I already began applying the tips you gave Greg, and so far it seems to be working well. Thanks a lot.
William on August 18, 2010
I haven't finished reading the whole material, but I've already had some great ideas from it. Anybody who works in a call center could really use this.
Margarett on August 18, 2010
Thanks for pointing this out, Greg. Enhancing agents and supervisors' will and skill really is the key to improving work efficiency in call centers.
Sophie on August 20, 2010
Some agents do lack some selling skills (it really shows when they have to improvise), but they just need extra training. It's the ones that aren't motivated that's really problematic.
Bobbie on August 20, 2010
I agree, it's motivating the agents that's a lot more difficult. Training agents is easy once you get them motivated.
Juanita on August 21, 2010
Hi Greg, I've read your material and I think you presented some great ideas. I can only add that perhaps developing a more personal relationship between agents and supervisors can also be very helpful.
Clinton on August 22, 2010
When we train our agents, we shouldn't just show them how to do their tasks. We should also encourage them to do it well.
Brent on August 22, 2010
Don't confuse activity with results. Sounds like you had a great boss, Greg. And I think you make him proud now.
Nathan on August 23, 2010
I'm a supervisor at a call center here in the Philippines. I think those agents who lack the "will" are more often just bored with their tasks. The key to motivating them is to making them feel challenged about what they do.
James on August 23, 2010
Yes, activity doesn't equate to results, but they do correlate. You should just make sure that you're putting input at the right activity.
Barry on August 24, 2010
Leadership training in call centers are indeed very important. With a company is properly guided, it will work at its best efficiency and be most productive
Debra on August 25, 2010
Hi Greg, In your 25 years in the call center industry, how many companies did you work with? What do you think is the biggest difficulty in running one?
Elizabeth on August 25, 2010
Having a checklist to identify your agents difficulty is a great idea. Identifying their problem is the first part of improving their performance.
Donn on August 25, 2010
When we begin training our agents, we shouldn't just train them on their tasks. We should also develop their desire to excel and contribute their best efforts for the company.
Denae on August 26, 2010
You can continue coaching agents on their rebuttals, and they often improve soon enough. But giving them the will when they already have the skill, well that's always been a challenge to me.
Brent on August 26, 2010
Just finished reading "The Role of a Supervisor". I think you did a lot by sharing this to everybody Greg. Thank you.
Elizabeth on August 26, 2010
When are you releasing any more modules Greg? I got so much from "The Role of a Supervisor". Thanks for sharing it.
Joseph on August 30, 2010
Some people don't work well as agents. Not only because they lack the will or skill, but that they're personality just isn't suited for this kind of job. However, some of them do make good supervisors.
Noella on September 5, 2010
I started applying the points from "The Role of a Supervisor." There hasn't been any dramatic changes but I have found subtle improvements in my department.
Emily on September 8, 2010
Thanks for this Greg. I'll apply your suggestions in my work.
Karen on September 8, 2010
Thanks for sharing this. I'll link this and tell my workmates about it. Keep it up Greg.
- Karen
Gamze on October 28, 2010
Hi everybody,
Do you know a good Call Center Management Training Program? Or could you please send me a key note speaker advice?
Louetta Pitchford on November 23, 2011
I gotta bookmark this internet site it seems very helpful invaluable