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Can you please give me an example of how to develop an action plan for agents after quality assurance monitoring?

Can you please give me an example of how to develop an action plan for agents after quality assurance monitoring?

11/12/2009

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Question
Can you please give me an example of how to develop an action plan for agents after quality assurance monitoring?

Answer

For a quality assurance (QA) program to be effective in improving performance, agents must recieve frequent and regular feedback about their performance. Feedback should be provided in regularly scheduled coaching sessions with quality reviewers, monthly one-on-one sessions with supervisors, and in agents’ annual/semi-annual performance reviews. Identified improvement opportunities should be accompanied by a detailed plan that describes specific activities and actions that agents must take to improve their performance. Action plans vary based on the specific nature of each agent’s individual challenges. Agents who follow the action plan should be able to meet their performance goals.

The first step in developing an effective action plan is to determine where an agent has an opportunity to improve their performance. Supervisors should review each agent’s QA evaluations for past 2 to 3 months, or use a QA solution to identify any emerging patterns or trends. For example, does an agent consistently have low or failing scores in a particular category or for a particular call type? Is the agent unable to navigate the system efficiently to provide correct information? Do low QA scores result from poor communication skills or from a lack of thorough product and procedure knowledge?

Once specific performance issues are pinpointed, supervisors should identify the resources that are available to help agents address these areas. Depending on the performance challenge, appropriate programs may include call center up-training sessions, communication skills training, procedural or systems training, additional reference materials or job aids, calibration sessions, or regularly assigned time for agents to sit with outstanding colleagues to learn their methods for handling interactions. The corporate training directory is a good starting point to see if there are any classes that might help address an agent’s particular issues. Next, create an action plan by identifying each issue and then listing the recommended actions, set a time frame for completion, and develop a training schedule (if applicable) with realistic incremental goals.

Now it’s time to share the plan with the agent. Be sure that the conversation is constructive and acknowledges the agent’s strengths as well as performance opportunities. Review the action plan that has been developed with the agent and emphasize that it is intended to help them succeed. It is important to remember that this should be a collaborative session. Encourage the agent to discuss where they feel they are having difficulties and ask them to take an active role in identifying alternatives to help them succeed; modify the action plan as needed. It’s also important to schedule periodic follow-up sessions to review the agent’s progress.

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