Results
More than 90 percent of surveys scored agents in the 4s or 5s (on a scale of 1 to 5), confirming that Carnival’s contact center performance was much better than the handful of animated letters indicated, Roundtree explains. “But there was still an area of opportunity within the other 10 percent, and that became our focus for coaching.”
Carnival employs a three-tiered approach to coaching, with trend reporting, agent-level reporting, and email alerts. Agents see their scores immediately, so they stay apprised of performance in near real-time.
If a trend report indicates an agent may be missing the mark, an email alert follows within 45 minutes of a call. If an email alert indicates the incidence of another under performing call, the Carnival coaching staff can contact the agent for proactive coaching and mentoring while the scenario is relevant and top of mind.
By employing this data-driven approach, Carnival can more effectively deploy coaching and training to agents with the greatest need.