Example Analysis (Training Opportunities)

1. In this example, we see agents with below-average total scores.

2. They also have below-average Communication scores.

3. Most of the selected agents also have significantly lower-than-average Compliance scores.

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4. The bar chart on the left displays how the selected agents perform compared to the average of their peers.

5. The largest opportunities in the Communication section for the selected agents are in these three scorecard questions; a focused training session might benefit these individuals.

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Under the Compliance section, we can see that five of the six agents we identified before have training opportunities here as well.

6. To ensure these results are accurate, it is best practice to review a sample of calls from these agents before proceeding with a training plan.

We will be pulling calls for agents:

1. 187

2. 126

3. 005

4. 184

5. 063

6. 069

To do so, we will be navigating to the “Agent Calls of Interest” tab.

7. We can use the filters at the top of the screen to only show calls from these six agents. You can also sort the calls by Communication score from lowest to highest.

8. Now you can click the icons here to open the Word Bench calls in a new tab for review.

After we have reviewed calls and determined a training opportunity does in fact exist, we should suggest a training session be created.

Training sessions can be more productive when agents of varying skill levels are mixed into each training group.

The training manager could benefit from knowing who the top and bottom performers are so they can be mixed into activity groups.

9. To find the agents we would highlight as candidates to pair with the lower-performing agents, we would start by selecting the scorecard questions.

Doing this will change the calculated scores on the right.

We should also navigate to the Compliance section and control-select the three scorecard questions in there.

10. Once we have all the scorecard questions highlighted, we can easily see agents who perform well above average in Communication and/or Compliance ;these agents can be paired with the six low-performing agents in focused training.

There are various ways to conduct focused training; each has pros and cons, and it greatly depends on the call center.

Examples:

• Side-by-side training (with an agent)

• Small training groups

• Remediation group training

• One-on-one training (with leadership)