Best Practices in Managing the Agent Lifecycle


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An analyst briefing presentation delivered by Information & Communication Technologies Principal Analyst Keith Dawson.

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Best Practices in Managing the Agent Lifecycle

  1. 1. Best Practices in Managing the Agent Lifecycle Keith Dawson, Principal Analyst Contact Centers December 15, 2010Frost & Sullivan’s Growth Consulting can assist with your growth strategies
  2. 2. Today’s Presenter Keith Dawson, Principal Analyst Frost & Sullivan 2
  3. 3. Focus Points• Agent population is not homogenous• Managing the different stages are critical to coping with turnover• Combination of technology and operations practices come to play at each stage• What are the best practices in each stage, and overall 3
  4. 4. The Care and Feeding of AgentsProper agent management means:• Making sure you have the right number of them• That they have the right skills for the job• That they have the proper tools to do their work• That what you spend on them does not balloon out of control• That they perform at a consistent level• That you properly measure that performance and relate it to other goals of the company 4
  5. 5. What is the Agent Lifecycle Up, Out or Before the First Beyond the Call Contact Center Tenure on the Job 5
  6. 6. What is the Agent Lifecycle Recruitment Pre-Hire Career Paths Assessment Motivation & Training / Incentives Incubation WFM / Quality Performance Assurance Management 6
  7. 7. Before the First Call • Larger and more qualified talent pools Recruitment • Regional or skills-based pipeline management • Personality testing for better “fit” Pre-Hire • Improves morale, leads to longer Assessment tenures • Linking hiring tools with coaching Integrated • Better metrics, scorecards and Training dashboards for agents 7
  8. 8. Tenure on the Job • Moving beyond traditional KPIs WFO Tools • Linking hiring tools with coaching Continuous • Internal communications skills Training • Collaborative skills • Streamlining desktop processes Workflow • Better metrics, scorecards and Optimization dashboards for agents 8
  9. 9. Up, Out or Beyond • Clarity on agents’ positions in Career the hierarchy Pathing • Clarity on potential options inside and outside the center • Measure criteria that go beyond Motivations performance on call handling & Options • Provide info on the contextual role of CSRs • Systems for sharing of shortcuts Data • Capturing hidden agent Capture knowledge 9
  10. 10. Best Practices• Inventory job specs and skills• Audit success and failure factors• Leverage turnover costs in business case• Bring in other relevant professionals• Benchmark assessments against predicted performance 10
  11. 11. More Best Practices• Spell out the advancement options• Constant skills/refresher training for reps at all levels• Experienced agents = training & knowledge resource• Instill more than call handling, instill contextual understanding 11
  12. 12. Next Steps Request a proposal for or Growth Partnership Services or Growth Consulting Services to support you and your team to accelerate the growth of your company. ( 1-877-GoFrost (1-877-463-7678) Join us at our annual Growth, Innovation, and Leadership 2011: A Frost & Sullivan Global Congress on Corporate Growth ( Register for Frost & Sullivan’s Growth Opportunity Newsletter and keep abreast of innovative growth opportunities ( 12
  13. 13. Your Feedback is Important to Us What would you like to see from Frost & Sullivan?Growth Forecasts?Competitive Structure?Emerging Trends?Strategic Recommendations?Other? Please inform us by taking our survey. Frost & Sullivan’s Growth Consulting can assist with your growth strategies 13
  14. 14. Follow Frost & Sullivan on Facebook, LinkedIn,SlideShare, and Twitter 14
  15. 15. For Additional InformationJake Wengroff Ashswin IyerCorporate Communications Research ManagerInformation & Communication Contact CentersTechnologies (650) 475-4537(210) 247-3806 Ashwin.iyer@frost.comJake.wengroff@frost.comCraig HaysSales Manager Angie MontoyaInformation & Communication Global Analyst Briefing CoordinatorTechnologies Marketing(210) 247-2460 (210) 15