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When Agents Cheat

Are Your Agents Cheating?

Are Your Agents Cheating?

Agent & Vendor Tricks to “Beat” the System

A Game of "Cat & Mouse"...


Customer service representatives (CSRs) may use various strategies to manipulate performance tracking measures and systems in a contact centre, often to improve their metrics without genuinely enhancing service quality. Here are some common tactics:


1. Shortening Call Duration (AHT Manipulation)


2. Manipulating First Call Resolution (FCR)


3. Avoiding High Call Volume Times


4. Manipulating Customer Satisfaction (CSAT) Scores


5. Ghost Calls


6. Extending Wrap-Up Time


7. Abuse of Status Codes


8. Call Avoidance Strategies


9. Manipulating Call Reason Codes


10. Using Scripts to Speed Up Interactions


11. Using Multiple Systems or Accounts


12. Service Providers


Summation

Monitoring and addressing these behaviours requires a combination of advanced analytics, real-time monitoring, coaching, and a focus on quality over quantity in performance evaluations. As leaders, occurrences should spark an immediate "call to action" to address a deeper cultural issue that addresses communication, trust and Employee Experience. 


This "Us vs. Them" culture is a no-win and toxic environment. Leaders need to spend their time earning the trust and dedication of their front line rather than attempting to "catch them in the act".



Eric Young
President
Tele-Centre Assist Inc.
www.telecentreassist.com