Call centre leaders use quality management forms to review and document the work of call centre agents, such as how they handle calls. Used optimally, these forms embody a contact centre’s most important objectives, are the gold standard against which agent behaviours are measured and deliver much-needed data used for reporting purposes.
Key performance indicators (KPIs) are the specific behaviours documented in the evaluation form. Used to reward agents for positive performance, promote a new initiative and monitor behaviour against compliance requirements, KPIs come in two common types: core KPIs and custom KPIs.
Call centres use core KPIs to measure agents’ adherence to certain universal expectations that exist across the entire business, such as:
Then, there are KPIs customised to fit a requirement—such as something specific to an operational process, line of business, communication channel or vertical industry. These might look like:
There are three primary ways to use KPIs within an evaluation form in Calabrio ONE.
Now let’s review how to set up each KPI type within Calabrio ONE.
Calabrio administrators can access and modify evaluation forms by selecting “Application Management,” then—under “QM Configuration”—“Evaluation Form Manager.”
Let’s say we want to make sure agents verify the customer’s identity according to company policy. Since this is such a critical part of the call, we’ll make this question a negative KPI that assigns a score of “0” to a call if the agent fails to verify the caller, even if the agent performs well during the rest of the call.
*Regardless of an agent’s performance on a KPI, evaluators should fill out the entire form, for agent coaching purposes.
In this example, we want agents to understand that closing a sale is the top priority. So, set as a positive KPI, if an agent closes the sale, the call will receive a score of “100,” regardless of how the agent performs during the rest of the call. If the agent doesn’t close the sale, however, the agent may still receive an acceptable score for the call based upon how they perform in other areas being evaluated.
Let’s say we want agents to know that verifying the caller’s identity (per HIPAA regulations) and closing a sale both are critically important tasks. We’d use multiple KPIs to reinforce with agents that, while closing the sale is a high priority, failing to follow HIPAA regulations is just as important. So, even if the agent received 100 points for closing the sale, they’d receive an overall call review score of 0 if they did not verify the caller correctly (note: in Calabrio evaluation forms with multiple KPIs, the KPI listed last takes precedence).
Now we add a second KPI.
Using KPIs in evaluation forms can help you reinforce positive behaviours within your team while driving measurable success against your company’s goals. Calabrio makes it easy to get started.