Enkata, a provider of performance management software, announced the results of a first annual performance management (PM) survey. The survey found that organizations leveraging PM solutions are able to improve customer satisfaction, service delivery and agent retention. Additionally, the survey found that the majority of large contact centers require agents to perform more sales outreach as a part of their responsibilities.
According to the survey, which was completed by executives responsible for contact centers at Fortune 500 companies, agent training continues to be major challenge. Industry best practices advise coaching as the most effective method for improving agent performance. As a result, 91 percent of respondents set coaching targets for contact center supervisors, and of those, 63 percent expect supervisors to spend more than 25 percent of their time coaching. To meet these goals, more contact centers are adopting emerging PM solutions to drive agent effectiveness through dashboards, reporting and fact-based coaching tools.
Key highlights from the survey include:
- Organizations using full-featured PM systems to pinpoint coaching topics and automate coaching best practices are able to expect 65 percent more coaching time from their supervisors than organizations without a PM system.
- More than 70 percent of the respondents plan to focus on initiatives to better measure and impact customer satisfaction (CSAT).
- Large organizations are moving more to sales-service operations. Of companies managing more than 1,000 agents in their operations, 80 percent expect agents to sell as well as provide service.
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