Are you a quality analyst? Are you looking for ways to improve upon the performance of the agents working in your call center firm? You may be worried about few people who are consistently failing in their daily evaluations. Well, if it is so; then don’t you worry. Here comes 2 essential ways to improve upon the performance of agents working in a call center firm.

Diagnosing the fundamental performance issues

The first step to analyze the performance of an agent working in a call center is to diagnose the underlying routine issues. Start examining the agent’s evaluation as stored in the quality assurance forms. This will be an ideal way to resolve where the performance opportunities exist. In this way, you will also be able to identify if there is any existing trend.

Start determining if the call center agent consistently includes a low or a falling score in any particular category or for any particular type of call. Analyze whether there are multiple performance issues. These may include deficiencies in the communication skills, accessing any data or information, problems adhering to the procedures or processing transactions.

You will be able to achieve a useful insight by carrying out a separate side by side session with call center agent. This will be a first hand approach to learn where and when the main challenges occur. Examine if the work habits are leading to the performance issues as well.

Based on results of the side by side sessions of the agents and trend analysis, a quality analyst can well identify the causes of the performance related problems to a great extent. The observation of the side by side agent session proves to be helpful in judging the actual problem with the agent in carrying out his or her day to day duties.

Creating a plan of action

This is the second means to improve upon the agent performance in any call center set up. Once you’re able to analyze and learn where the agents actually need an immediate help, your next step will be to start with an action plan. Create a plan of action with the aim to address all the underlying concerns and issues.

Start discussing on your findings with the supervisor of the agents. Work with the supervisor closely in order to identify the current resources, which can be better used to aid and support the development of the agent in the coming days. Now the resources that can be used to support the growth of the agent will include offering the reference materials or job detailing, useful materials of any particular type, specialized up training sessions and if required other additional trainings as well.

An agent forms an integral part of a BPO set up. They stand as the representative of the client company, thereby offering specialized services to meet customer satisfaction. If you really want to keep your resource intact, then work on the performance of the people working in your customer care unit. If you can ensure better performance of the agents, you can be rest assured to get more and more clients, thereby ensuring better returns on investment.