GoResponse Telephone Answering Service Staff

Businesses failing to monitor agent performance

Despite agents being the frontline of customer care, around 59 per cent of businesses are not measuring these employees’ performances. The latest Enghouse Interactive survey also showed that 63 per cent of respondents admitted they couldn’t forecast call volumes with any accuracy. In addition, the same percentage of firms are not utilising flexible scheduling.

As part of the poll, Enghouse Interactive questioned more than 200 senior employees in organisations across the UK. Many firms continue to struggle when it comes to defining customer care delivery. This means that call centres could be missing the mark without even realising it. High costs are also affecting businesses, with many of them failing to implement recording, monitoring and analytics solutions. As a result, there is no way to identify customer service problems in order to rectify them.

Enghouse Interactive’s international vice president of marketing, Jeremy Payne, said: “These figures should be a source of serious concern for UK businesses and the customers they service. After all, as the old adage has it, you can’t manage what you don’t measure. Businesses will inevitably struggle to deliver the high-quality, highly effective service offerings their customers are looking for if they are not able to measure the results they are getting.”

It is important for all telephone answering services to understand and measure agent performance. By doing so, the right training and solutions can be administered to increase productivity and the level of customer services.

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