Performance Management. It’s all about balance.

I recently blogged about the use of Occupancy as a metric in the contact center and more specifically about how it can be a “bad” metric when used as an agent goal so I thought it was only fair that I expand on what some of the “good” metrics are for agent performance management. 

Ideally, agent performance should be measured with a balanced approach so that no one metric/component of performance overshadows another.  Without a balanced approach, you will negatively impact other important parts of the business without even realizing it.  One common example is Average Handling Time (AHT.)  AHT is a standard metric in contact centers and a great measure of productivity when used in relation to other agents.  However, if you use AHT as the primary measure of success or put too much weight on it, you can significantly impact the quality of service you provide to your customers as agents focus too much on speed and not enough on quality.   

Performance Management is all about balance and you have to evaluate the entire experience for productivity, quality and even compliance before you have a full picture of an agent’s performance.  Below is a sample of what a balanced approach to performance management could look like.  While some metrics are easy to find and report, others can be quite difficult to get your hands on (i.e. FCR) so not every metric below will work in every environment.  



 First Contact Resolution

The ability to address the needs of the customer on the first contact/call 

 Average Handling Time    

The average amount of time/contact required to address the needs of the customer 


 Quality Assessment

The evaluation of quality as determined by the contact center 

 Customer Satisfaction

The evaluation of quality as determined by the customer 


Schedule Adherence   

The amount of time the agents follow their work schedule

 Regulatory Compliance

 The evaluation of how well agents adhere to compliance requirements

I’d love to hear from some of you on performance management.  How many of you are actually using a balanced approach today for Performance Management?  Do you have any tips to share on metrics that you find “good” or “bad” in this process?



Troy Plott