Overview of the project

This startup decided to implement 3 KPIs for their technical support agents, as it went from a handful of agents to few hundreds, and it was time to create standards for performance on what "good" looks like, and help visualise productivity across the board.

What was the challenge?

Get agents comfortable discussing new KPIs and learn about the specifics, how they are calculated and start creating standardised development plans to work towards their new KPIs and implement them in their day-to-day work. Starting to discuss KPIs was not going to be easy especially with more tenured staff that had no specific targets to achieve, so to ease the conversation a learning aid was identified as the best learning intervention to be combined with a discussion with the Team Leads. 

What was the solution?

A learning aid was created for one team, it then started circulating with other teams due to the simplicity and ease of sharing. The learning aid was created in collaboration with the Team Leader that introduced the KPI to the technical support teams, not focussed on just the numbers, but on the behaviours and how to set personal targets.

What were the results?

Implementation of new KPIs was much faster as clear information contained in the learning aid helped to identify agents that were struggling in the their work, but also top contributors to the top of the class technical support provided to their customers.