We would like to show you how some of our clients redefined their businesses by routinely using data in their daily activities. Despite the fact that each company’s situation is different, we hope to give you some ideas to explore in your own business.
If you work in a service agency, as a customer care manager or in similar type positions, you are all about efficiency. Any idle time spent on non-revenue generating activities means wasted time and manpower, and more importantly, a net loss for your organization.
To ensure optimal operation, you may be asking yourself questions like this:
Is your team correctly prioritizing clients with a higher profit margin?
How are individual team members performing compared to each other?
Are team members doing the work they are best suited for?
Sometimes the simplest graphs show the most relevant information. The graph that you see below (generally known as "bullet chart") has been coined the “earthworm” by our clients. Provided by one of our clients, this particular graph eloquently shows agent performance overall, as well as in comparison to the team average.
As a manager, imagine having one of these for each of your agents. In a mere seconds you can distinguish your top vs. poor performers and take the actions needed to enhance or improve their behavior.
Diving deeper into individual performance, you can then examine why each agent is performing the way they are. After you take a look at the next client example, you will see that this series of earthworms track agent performance in different areas.