Setting goals is essential for keeping your inbound call center agents motivated and focused. But it’s not just about having goals; it’s about setting the right goals. Using the SMART framework ensures your goals are clear, actionable, and effective. Let’s break it down:

Specific

Goals must be clear and precise. Vague goals can leave agents confused and unmotivated.

  • Example of a vague goal: “Customers should be satisfied at the end of a call.”
  • SMART version: “Agents should strive for first call resolution.”

Measurable

Goals need to have quantifiable benchmarks to track progress and success.

  • Refined goal: “Agents should aim to achieve first call resolution X% of the time.”

Achievable

Set goals that are realistic based on your team’s past performance. Starting with reachable benchmarks builds confidence and momentum.

  • Achievable version: “Agents should aim to achieve first call resolution 50% of the time.”

Relevant

Focus on goals that align with your call center’s priorities. For example, a tech support center should prioritize resolution rates over sales metrics.

Time-Bound

Tie your goals to a specific timeframe to maintain accountability and clarity.

  • Time-bound goal: “By the end of each week, the combined first call resolution rate should exceed 50%.”

With SMART goals in place, your agents can stay on track and meet their objectives effectively. CallShaper’s intuitive platform can help your team achieve their targets. Contact us today to learn more!