What are the best practices for optimizing team efficiency and capacity?
Relying on a single set of KPIs is no longer sufficient for understanding and improving the performance of remote teams. As leaders adjust to this new working model, it’s critical to evaluate what your team’s new possible is and why.
Start with Process and Utilization Measurement: Operations data gives you the ability to understand the exact challenges your team is facing while working from home to help improve both individual skill sets and other factors impacting performance outside of your team’s control.
Set Realistic Performance Goals: Rather than relying on external benchmarks, start by analyzing the performance of your top quintile of agents and then restructure any efficiency expectations based on what’s actually being achieved by the people demonstrating best practices on your team.
Properly Diagnose Remote Issues: Have a system in place for diagnosing remote issues to understand their root cause and also measure the impact of changes you make. Segment your analytics by similar cohorts to have a fair assessment of performance trends based on the tenure of an agent, type of workflow, etc.
How should leaders diagnose and correct for process inefficiencies?
As companies look to optimize in this new environment, operational analytics is crucial for uncovering trends and identifying how best to prioritize team efforts.
Know Where to Focus Based on ROI: Start by slicing your data by a lot of different dimensions to develop a clear understanding of your remote people, process, and tools, and then identify opportunities based on your potential return on operational investment.
Evaluate This Segment’s Best Practices: Next, figure out what the best practices look like for your top quintile of agents within this target segment and compare their processes to the rest of the team to isolate common issues and discrepancies.
Shadow Remote Work for Qualitative Insight: Use tools like Fin’s video playback to implement a remote shadowing system. This will allow you to see how work was actually done, debug the root cause of issues, and distinguish the various behavioral inputs impacting these cases.
Try Reversing the Process Above: To switch it up, you can also start by reviewing the behaviors of agents who are either very efficient or very problematic first to diagnose their inefficiencies and then determine the potential blast rate of those issues across your team.
How can teams monitor technology issues like system bandwidth or machine performance in remote environments?
Monitoring real-time technical performance is not only low-hanging fruit for driving remote efficiency but it also massively improves the agent experience and ability to do work well.
Prior to this remote shift, CX organizations didn’t have to worry about this type of tools issue so the widespread solutions available through this transition are not great. They often have low fidelity and the sample rates are unreliable given how quickly bandwidth issues can change.
Fin continuously monitors the true internet speed and other key performance indicators for every team member. This dataset gives leaders complete and easy-to-use insights into which services are slow, which vendors aren’t delivering against connectivity SLAs, which ISPs are throttling users and delivering subpar experiences, and which users are struggling with poor connectivity speeds.
What are the most effective solutions for remote security and fraud detection?
There are a bunch of assumptions baked into security and compliance policies that are based on devices that never leave the facility so companies are scrambling to develop systems for this remotely. The first thing CX teams did was build out their VPNs to allow for remote access and get the basics in place.
In this next phase, they’re starting to explore longer-term security and fraud detection solutions. The more traditional options include things like physical security and fleet management tools, human-based approaches for flagging for behavioral outliers or having to solve the problem procedurally by creating draconian measures that also remove a lot of freedom from your team.
At Fin, we’ve started taking the processes companies have in place for consumer fraud detection and transferred those principles to managing risks internally. For instance, our tools can learn the standard process agents follow when on a page that contains sensitive information and then proactively flag irregularities or process anomalies. This gives your team the freedom to make the right decision on their own while also offering safeguards to ensure that.
Our number one rule is to establish transparency about what data is being collected and why. From the agent's perspective, it’s important to set the right expectations for what outlier behavior is and how you’ll be using this data.
How can leaders manage performance outliers to drive consistency of work?
Best practices for coaching and training can vary quite a bit based on your support model but when agents get started on the right foot with the support they need to do their job well, companies in turn will see increased retention rates and improved job happiness.
Mode’s support team has to deal with complex problems and technical workflows so new hires go through a very in-depth training process to develop a comprehensive understanding of their product. Everyone was more focused on building a brand so their support leaders cared more about helping new agents understand what defined great support moments and then analyzing how to replicate that. It was much less focused on tools and technical details.
In both of these situations, there’s inevitably a ‘just in time’ component as agents are learning their work where they need to make a judgment call on when to escalate something. It would be ideal to also have flags in place to proactively monitor for issues and intervene proactively. Tools like Fin automatically identify performance outliers with real-time QA queues so managers can deliver personalized feedback to the agents who need it most and avoid unnecessary customer support fiascos.
How can leaders improve culture and morale when working from home?
In these times of change and uncertainty, it’s especially important for leaders to stay grounded with a flexible and empathetic attitude towards employees. Avoid falling into a pattern where you only communicate with your team members when something goes wrong.
When you see something going really well, take a moment with the team to highlight why that person’s work was great to not only reward good behavior but also set the example of what a best practice looks like. Explore things like ‘all star’ programs that are meant to build excitement and help team members feel appreciated. Remember that your team is adjusting to a ton of changes right now so it’s more critical than ever to give them the right tools and resources to help them succeed.