Overview
In an office setting, a sup may simply view his/her team to see who is present and tap an agent on the shoulder to get their attention.
In the remote word, an agent may be logged into ADP and may even show in “Waiting” status for a call but we cannot be certain the agent is not away from his/her desk, about to miss the next call.
Agent Expectations
The Assurance Productivity Policy is covered in training and all agents are expected to acknowledge as an XE Learn Flash.
Clear expectations with respect to Productivity are outlined in this policy including accountability measures for failure to adhere to the policy.
Productivity must be closely monitored and agents must be held accountable to ensure goals are met.
Workforce IQ
Workforce IQ is a powerful tool to monitor real-time status usage throughout each day.
Filter for your team:
Sort by status:
Sift through your team’s current times in each status to ensure no one is Offline, etc.
CXP WFM Teams Chat
Our CXP WFM team has a group of RTAs monitoring this tool and notifying agents using mentions when the agents are in unproductive statuses for longer than allowed (ie offline, break for over 15 min, etc).
There should be no chatter other than WFM calling out unproductive times and agents acknowledging with a thumbs-up.
If an agent replies to an RTA, the agent should be reminded in a side chat that any concerns from the WFM chat should be brought to their supervisor.
Sups should pay attention to this chat to follow up with agents who are mentioned. Sups should also follow up with Workforce that outreach attempts are being made.
Assurance_Telesales Rocket Chat
In addition to the CXP WFM Teams chat, we also have the Assurance_Telesales RC.
The purpose of this chat is for sups and WFM to collaborate.
The two chats, utilized effectively, can be a great way to identify productivity issues and get agents back on the phone.
Here is an example: WFM calls out this agent a few times.
When there is no thumbs-up from the agent and the lunch time continues to build, sups are also notified in Rocket Chat:
Here are other examples of what the Assurance_Telesales RC may be used for:
Notify WFM of when agents are being pulled for coaching.
Notify WFM if an agent needs to leave for the day.
Notify WFM of system outages.
Notify WFM of trainings.
MIA Agents
Supervisors may log agents out of ADP if the following occurs:
An agent has received a chat notification (from WFM or from Sup) of being in an unproductive status for longer than allowed with no response from the agent within 5 minutes (ie. Offline time, Lunch break for over 30 min, Meeting when no meeting has been scheduled, etc).
You’ve called the agent through Teams and/or personal phone with no answer.
Log the agent out of ADP and immediately notify the agent by email that you have logged them out for being in an unproductive status with no response to the chat for over 5 min and no answer to the phone call.
Use the following email template:
”[Agent Name],
Please be advised that you were showing in [unproductive status] for [# min’s]. You were notified by [WFM or yourself] in a Teams chat but I do not yet see a response from you. In addition, I called your [Teams/Personal Line] with no answer. Therefore, in accordance with the guidelines outlined in our Productivity Policy, I have logged you out of ADP. Please let me know when you have received this message and are prepared to work again, at which point you may log back in. As a reminder, showing in unproductive statuses and failing to respond to outreach attempts in a timely manner is a violation of our Productivity Policy and may result in disciplinary action. Let me know if you have any questions or concerns. Thank you for your understanding and cooperation.”When the agent responds, if it turns out that there was a legitimate explanation (ie. Agent notified another sup of emergency situation and had to run out the door for 15 min), simply apologize for the misunderstanding and add the agent's ADP time back.
If there is not a legitimate explanation, add an ADP note to the agent’s profile and notify WFM to add an MIA occurrence if the MIA lasts for more than 30 minutes after the initial outreach attempt.
Reporting
It is not feasible to manage all unproductive time for all agents in real-time.
However, virtually all incorrect status usage can be identified if reporting is effectively utilized.
The CR & Productivity Report has a Daily tab which is prepared each day for the preceding workday.
Below is the report from June 27. Agent names have been replaced with numbers for discretion.
Sorting from highest to lowest CR is a good way to identify agents with low productivity BECAUSE CR was low (ie agents 18-20 have low productivity so their sup likely pulled them for additional coaching time which has a direct, negative impact on Productivity).
This is further substantiated when looking at their coaching durations. Agent 20 was in coaching for 3 hours.
Agent 1 provides a good example of an agent who was not likely pulled for coaching because CR was excellent.
This agent deserves credit for the great CR. However, great CR does not exempt agents from the requirement to adhere to the Productivity Policy.
Disciplinary Action
Disciplinary action should be taken as outlined in the table below for failure to meet weekly Productivity expectations or engaging in call-avoidance practices.
Occurrences | Corrective Action |
|---|---|
First Occurrence | Written Warning (ADP Note) |
Second Occurrence | Written CAP |
Third Occurrence | Final CAP |
Fourth Occurrence | Termination of Employment |