 The UK's leading Vehicle Windscreen replacement company, RAC Auto Windscreens are finding out how advantageous it is to monitor and appraise their call centre staff on a regular basis.
RAC Auto Windscreens, who employ 40 call centre staff at their Chesterfield call centre, have recently purchased ComputerTel's tailor-made Qe2 Agent Evaluation system, to provide a quick and efficient means of identifying how an agent has performed over a set period of time, and as a result, they are reaping the rewards from effective, regular monitoring, assessment and appraisal of their staff.
Agent Weakness & Strengths Uncovered
Their new evaluation tool focuses on pinpointing the specific areas of weakness and strength for each agent. The agent can receive the most relevant training/appraisal, where applicable. The new system has provided better and more focused customer service attitudes from the staff.
Involving Staff To Gain Results
RAC Auto windscreens wanted to have a structured format in place to provide a quick and easy method of finding out how each of their agents were performing and highlighting their difficulties and efficiencies.
It was important for RAC Auto Windscreen's Call Centre Manager Tabitha Bowmar to involve her staff in this evaluation, and therefore worked on a solution to pre-empt the possible feelings of intrusion and subsequent hostility that her staff may have felt towards this method of investigation. Tabitha achieved this by involving them in pre-assessment group discussions to offer a chance to prepare for this "intrusion" and allow them to analyse what they found difficult or enjoyed about the various tasks of their job. They were also asked their opinion on how they performed their job. This was carried out in a relaxed and informal manner, and as a result, the agents responded well to the new appraisal structure.
Tabitha provided each agent with their own personal CD Rom, containing a selection of recorded telephone calls, for their evaluation. The agents were also given a set of skill codes, that emphasized specific areas to concentrate on. The agents were then allowed to carry out their own evaluation from their CD Rom, which could be played at home or at work. Once they had evaluated themselves, a one to one meeting was held to discuss their evaluation conclusions, against the teamleader's evaluation.
Increased Performance Brings Increased Productivity
These appraisal/evaluation meetings now regularly take place and provide a structured form of ensuring that the agents perform to their best ability, in a consistent manner, helping them to become aware of areas that they excel or under achieve in.
Tabitha said "Our call centre staff stopped cutting corners when it came to selling the product and followed the structured path they were all taught. As a result, our conversion rate went up significantly in the first month." |
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