How to uncover agent actions that drive KPIs

You already know the best 20% of your agents produce 80% of your revenue.

You know their KPI numbers.

But what you don’t know is how to help the other 80% of your agents perform better.

By focusing on KPIs, you’re focusing on outcomes.

What you need is a way to determine precisely how those best agents get those outcomes.

What gets measured can’t be improved

The saying goes, “What gets measured gets managed.”

But that’s not entirely true. If you measure, say, your agents’ average handle time, you’re saying it’s an important KPI. Which it is.

But how do you manage it? By saying, “Let’s keep our average handle time down, team!”? That doesn’t tell your reps how to keep it down.

You might have agents with stellar handle times, but do you know why their handle time is low?

That’s the information you need to be able to manage, and more importantly, to improve.

Extracting the information you need

The reason you haven’t been able to get the information you need is because you haven’t been able to analyze the interactions your team has with customers the right way.

You probably have some kind of technology in place for compliance and QA, but if it’s based on speech recognition, you already know its usefulness is limited.

What you need for the kind of detective work you want to do - tracing the source of the outcomes you want to the actions that result in them - is a solution that genuinely understands the interactions your representatives have with your customers.

It’s time to get serious.

Old questions, new answers

As many wild things as people are using AI for, it’s genuinely good at two things - rote tasks humans don’t want to do, and complex analyses they can’t.

It’s that second one that can help you out here. 

AI can understand both the content and the context of a conversation with human-level accuracy, so it is perfect for identifying the patterns you’re looking for - what your agents are doing and saying that result in the outcomes you want.

Humans couldn’t go through every successful conversation and locate the phrases or actions that led to the outcome you want (and, honestly, reading that many call transcripts would be boring as heck), but for AI it’s a breeze.

The right AI solution

For consumer finance teams like yours, AI has even more benefits. If you’re thinking about technology from the past, you know things like transcription-based tools are used in every industry.

But because AI can be trained for expertise on specific subjects, you have the opportunity to use a solution that knows all about the customer interactions you have every day.

Prodigal’s AI Intent Engine, for instance, has been trained on over 300 million consumer finance conversations, and we analyze another 8 million every month.

That means it understands the kind of work your team is doing, the kind of needs your customers have, and the kind of conversations your agents have, so it can make the connections you need.

How to use AI to lift agent performance

By analyzing your customer interactions with consumer finance-trained AI, you can answer questions like:

  • Which phrases are most likely to lead to payments?
  • What do your best agents say every time they get a high satisfaction rating from a customer?
  • Which situations do high levels of empathy from a representative help with? 
  • How do agents with the highest first-call resolution rates resolve problems differently?
  • What are the top three agent behaviors that cause a lengthy call time?
  • How do representatives with the fewest escalations manage requests for them?

Once you know the actions that connect to the KPIs you want, you can train for them: 

  • Use this phrase when a customer asks to escalate. 
  • Calls with misunderstandings are responsible for the longest average handle time, so let’s train agents to repeat customers’ concerns back to them. 
  • Our top 20% of agents use this phrasing every time they get a payment, so let’s put it into a script.

Intelligence to drive your team’s performance is only the beginning.

Ready to learn more?