Using Metrics to Build Trust in Contact Center Agent Performance: Part 2

Last month, I wrote about building trust using metrics.  In that post, I posited that providing agents with access to big data would allow for more open discussion about performance levels, goals, and expectations; create opportunities to share unique perspectives about results; and encourage alternate ways to evaluate data.  The five questions of journalism are a good place to start for taking the next steps once you decide to share your contact center data.  We’ve already answered the WHY, but let’s take a look at the others:

  1. Who?  Who are the leaders or key players in your call center that could help you identify a successful way to rollout data sharing?  With whom will you share your data?   Would it be helpful to have team leaders?
  2. What?  What specific data will you share?  Do all agents need the same data?  Consider whether employees in specific skills will benefit from data about other skills.  Don’t rule it out because sharing data across skills may open opportunity for new perspectives, but do take time to be sure you aren’t providing overwhelming amounts of information.
  3. When?  When is the best time to share the data?  Ask your key players, identified in question one, about the best times to share which data.  For example, it might be helpful to have some results in real time but other data points rolled up and delivered daily or weekly.
  4. Where?  Where will your agents and supervisors want to view the data?  On their desktops, on wallboards stationed throughout the call center, or on tablets and other smart devices? These are some of the options you may want to consider for data sharing .

Deciding the best ways to provide access to information is a critical step in effectively sharing “big data” with your employees.  As I said last month, though, providing information to employees demonstrates your commitment to them and your belief in their professional capabilities; it may also provide new ways to enhance the customer service they can provide. 

About Kelly:
Kelly has been working as a contract technical writer for Inova Solutions for nearly three years. As a recovering high school English teacher, she enjoys the opportunity to still employ her ‘red ink’ when writing, editing, and formatting documentation. You can contact Kelly at


  1. I really like you article. This is something that I believe most call centers can benefit from. One thing that I never liked was when new metrics or revised metrics surfaced that made it harder to perform the job of an agent, without prior data to show how it would allow us to be more efficient or successful. Whether, if data is shared, granted the right amount of data, it can give agents an incentive to either improve or readily adapt new metrics or reach new standards for current metrics.

  2. metrics really performs a vital role in any businesses, kudos for the detailed tips

  3. The more information that a call center agent is armed with, the more confident they will be in their positions. Providing agents with access to data also conveys a sense of importance and leads to better job satisfaction. Agents that feel as if they are left in the dark won’t perform as well which leads to a poor work environment.

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