Agent Skill Satisfaction Index Calculation for Contact Centers
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Solution Overview
Problem
Contact centers face high agent attrition rates due to monotonous work, leading to increased costs and decreased customer Net Promoter Score (NPS), as existing methods are cumbersome and time-consuming for determining agent job satisfaction.
Innovation Solution
A computerized system calculates an Agent Skill Satisfaction Index (ASSI) using interaction data and KPIs from an Automated Call Distribution (ACD) system, providing proactive suggestions for skill changes, training, or coaching to address agent dissatisfaction.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If traditional methods are used to determine agent job satisfaction through surveys and manual assessment, then comprehensive satisfaction data can be obtained, but the process becomes time-consuming and cumbersome
Solution Approach 1:
The system continuously collects and analyzes agent interaction data, performance metrics, and skill utilization information in advance, so that satisfaction assessment is already prepared and available when needed, eliminating the need for time-consuming retrospective surveys
Solution Approach 2:
The patent replaces manual survey administration and human assessment with an automated computational system that calculates satisfaction indices using algorithms processed through ACD system data, interaction records, and performance databases, substituting mechanical automation for human-driven assessment processes
2Reliability
If contact centers implement proactive measures such as training and skill changes to improve agent satisfaction, then agent retention and customer NPS improve, but implementation costs and operational complexity increase
Solution Approach 1:
The system continuously monitors agent satisfaction indices and automatically generates feedback reports that identify specific agents at risk of dissatisfaction, recommending targeted interventions such as training programs or skill adjustments, enabling proactive management without overwhelming complexity
Solution Approach 2:
Instead of implementing organization-wide training programs for all agents, the system identifies specific individuals with declining satisfaction indices and provides targeted, personalized interventions only where needed, reducing overall operational complexity while maintaining high retention rates
Data Source
AI summary
A computerized-method for calculating an agent skill-satisfaction-index and utilization thereof, is provided herein. The computerized-method includes operating an Agent-Skill-Satisfaction-Index (ASSI)-scoring module. The ASSI-scoring module may include: (a) operating an interaction microservice to retrieve one or more agent's interactions which were conducted during the first preconfigured-period and related interaction-level key performance indicator (KPI)s, from a data store of interactions; (b) organizing the retrieved one or more agent's interactions in one or more groups by one or more second-preconfigured-periods; (c) checking a duration of each skill from a set of skills of an agent if it is assigned to the agent above a preconfigured-period-threshold to be marked as a related-skill; (d) for each group, calculating a skill-core based on a calculated evaluation-sum of each interaction in the group that is associated with a related-skill; and (e) calculating an ASSI-score based on the calculated one or more skill scores.