Hi,
I was wondering which stats and criteria you are using to evaluate the performance of call center agents.
At my company we do not have a recorder and being able to use service observe is a touchy subject for some reason. All we have are the CMS stats. I'm the administrator of the Avaya systems and do not manage anyone directly. I'm looking to help the people that do manage the call center agents, because they seem clueless.
All they seemed concerned with is RONAs and Aux-Work time, which they refer to as Auto-Out. I guess auto-out is the opposite of auto-in in their heads, but this is also a company that renamed the after-call work button lunch/break because my predecessors couldn't figure out how to implement Aux-Work codes.
Well all that has changed now and they are almost a regular Avaya shop now and they really need to start looking at some other stats than RONA and "Auto-out"
Thanks,
I was wondering which stats and criteria you are using to evaluate the performance of call center agents.
At my company we do not have a recorder and being able to use service observe is a touchy subject for some reason. All we have are the CMS stats. I'm the administrator of the Avaya systems and do not manage anyone directly. I'm looking to help the people that do manage the call center agents, because they seem clueless.
All they seemed concerned with is RONAs and Aux-Work time, which they refer to as Auto-Out. I guess auto-out is the opposite of auto-in in their heads, but this is also a company that renamed the after-call work button lunch/break because my predecessors couldn't figure out how to implement Aux-Work codes.
Well all that has changed now and they are almost a regular Avaya shop now and they really need to start looking at some other stats than RONA and "Auto-out"
Thanks,