Positive Immediate Consequences
Unfortunately, there is a dismal shortage of morale in many contact centres! As a result, agents are leaving their jobs within twelve months primarily because their roles are not rewarding enough in three key areas: respect, money and a variety of awards.
Agent00 links (integrates) a balanced scorecard of performance metrics with a scorecard of Positive Immediate Consequences. [A Patent-Protected Feature of Agent00]
Having agent pictures pop up on everyone's screen will also create a positive buzz of camaraderie among the agents. When they see someone whose picture was posted that day, they can smile and congratulate them even if they don't yet know them well. A kind word or hello makes the work place very enjoyable and brings the best out in us. This will lead to an environment where agents who are deserving of praise for good performance will begin to be recognized often by their peers and supervisors.
Agent00 automates all the hard work out of measuring and distributing Positive Immediate Consequences, but it also makes it easy to support your well planned budget. Agent00 is extremely flexible, meaning you can fine tune every aspect of it in house. Agent00's default Positive Immediate Consequences are (a) Money, (b) Respect & Recognition, and (c) Awards that add variety to their job. These default Positive Immediate Consequences are flexible and can be modified by Management in accord with whatever excites the agents in your call centre. Agent00's behavioural-science-based PIC scorecard, is the tool that acts on the information that Agent00's performance scorecard gives it. Without this integrated procedure, your balanced scorecard, even Agent00's balanced scorecard, is just a more complete reporting device. |
| Customer Satisfaction |
Agents often do amazing things when they are filled with self confidence and enthusiasm. A motivated agent is worth their weight in gold, especially as their positive energy can be contagious. Even more valuable still is a self-motivated agent, as they dont need the weekly or monthly management or external promptings. Customer service levels and productivity from such agents, and they do exist, set the benchmark for metrics in the call centre industry.
In the centre of Agent00's dashboard, right under their own name, agents first see the daily bonus money (or points) they can make. Next, they see exactly what their job is and how well they are performing it. On the left of the dashboard Agent00 posts the pictures (or preferred icons) of the day's leading performers. It is a dynamic posting and can change periodically throughout the day (such as on the hour) like a horse race. [A Patent-Protected Feature of Agent00] Agents will be thrilled when they see their own picture posted in front of every other agent and upstream supervisor. This will give them an immediate boost. They will also see other agents' pictures that they respect posted there, which will inspire them ... or make them jealous and stir up their competitive spirits to try harder. It becomes a fun and rewarding contest everyday.
On the right of Agent00's dashboard they see the variety of exciting awards they can win for doing a great job -everyday. The extra productivity and earnings generated by the agents trying to win Awards will more than cover the costs of the Awards. And the workplace will be a more enjoyable experience for the call centre agents. Of course you will have to do the sums as you select the Awards you offer your agents. Agent00 can work with any type or range of Awards you want to post ... the important thing is giving agents a meaningful prize they can be proud of winning. It becomes a monthly trophy for them.