CHART 2
MONTHLY CSAT SCORES PER AGENT VERSUS ACR ( 24 HOURS ) PER AGENT
Intuitively , we would expect ACR to matter greatly to our customers ; who would ever want to have to call a company back ? But it is important to see if ACR registered in the CSAT measures .
So , we plotted the monthly CSAT score , measured via survey of each agent , against each agent ’ s ACR average for the month and created this chart ( see CHART 2 ). Note that ACR is measured with a 24-hour time window . If ACR matters to the customers , you should be able to see a distinct trend in this relationship .
Sure enough , the trend is obvious and intuitive . Agents who have high ACR performance on average have higher CSAT scores on average . We looked at many other of Sharpen ’ s customer ’ s data and saw that this trend was unmistakable and universal . So ACR matters to our customers . A lot .
FIGURE 1
SHARPEN ’ S PERFORMANCE TILES
HOW TO IMPROVE ACR
The next thing we pondered was how can we improve ACR ? There is a multitude of great ideas for this . We could create an AI agent helper that guided the conversation toward contact resolution . We could institute a training program that emphasizes the value of improving ACR . We could set up KPIs for supervisors . We chose to do something different .
Adam and Kevin developed a little nugget of a performance management tool that resided on the agent ’ s desktop . When not engaged with a customer , the agent would see three tiles , which we called Performance Tiles , that simply showed agent performance on three metrics , one of which was ACR ( see FIGURE 1 ).
A remarkable thing happened when we introduced the tiles to the first customer , everything improved . Management explained to their agents what they would see , why each metric was important , and how each metric was calculated . We just left it to each agent how to use this information .
What they did was to use the three metrics as a guide , it told them what was important to their management team , and what it took to do a good job .
In a million years , I wouldn ’ t have thought that the improvement seen by simply showing agents their performance , on a new metric , would have the impact it did . Yet the results of our first test are in CHART 3 . Note that we used the term FCR in that graph , because we hadn ’ t yet coined the term ACR .
BOTTOM-LINE RESULTS
So , let ’ s connect ACR with CSAT and find out whether ACR made a difference with it and with other metrics .
Each of Sharpen ’ s groups saw an improvement of 6 % in ACR ( see CHART 4 ).
38 CONTACT CENTER PIPELINE