What is the Glide path in a Call Center or BPO?

Call center metrics are the measure of a call center's performance. These metrics are predefined while preparing the contract between the brand and the call center. If a call center is not able to achieve metrics then it may have to pay the penalty under the RNP agreement.

Know more about RNP in a call center 

What is Glide path in Call Center ?

However, in most cases before leaving the penalty, the brand (client) asks the call center to share the RCA (Root Cause Analysis) along with an action plan and glide path on how the call center's performance will improve in the next few days or months.

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In my previous blogs, I have explained the term "Root Cause Analysis" and "Call center performance". 

Today we are going to discuss the use of the Glide path in a call center 

What is the Glide path in Call Center or BPO?

"Glide path can be defined as a visual presentation that is used to show the progress of performance as well as the time in which we will achieve the target".

As mentioned in the beginning that the glide path is mostly used when the performance is not as per the expectation or the call center is not able to achieve the target. Glide term in the Glide path is taken from the glider which makes a line of descent to land.

Glide path in BPO can be used for various metrics e.g AHT, Quality Score, CSAT, NPS, etc.

Let's look at 2 common examples of glide paths in BPO with the visual presentation for better clarity:

1. AHT Glidepath:

Let's assume that a travel process in a BPO is struggling with the agent's high AHT. Current process AHT is trending at 260 secs while as per the contract the AHT threshold is 240 secs (4 mins). There can be various reasons for this high AHT, few of them are mentioned below:

• Fewer tenure agents.
• Less product knowledge.
• Any specific call driver leading to high AHT
• Less supervision or real-time monitoring etc.

Whatever the reason the client needs AHT metrics to be achieved as per the threshold hence client asks the process manager to share the week-wise glide path for AHT.

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Below is one visual presentation of AHT week-wise (in a calendar year).

AHT glide path

In the above (line) graph we can see that as per the glide path shared by the process leader in WK-1 the process AHT is at 260 secs for every week process leader has committed that the AHT will be decreased by 5 secs and by reducing AHT week on week in WK-5 they will be able to achieve the AHT threshold of 240 secs.

2. Quality Glidepath:

Let's assume that a telecommunication process in a BPO is getting escalation from clients about the poor call quality of advisors. Current process quality is trending at 82%  while as per the agreement the Quality target is 90%. There can be various reasons for this low call quality.

• Advisors skill issue.
• Less tenured and unskilled advisors.
• Less refresher and coaching to agents.
• No real-time updates to agents etc.

The client asked the process leading to share the plan of action to improve performance along with the Glide path for quality score. Below is the Glide path of call quality score (week-wise).

Quality Score glide path

In the above (line) graph, we can see that as per the glide path shared by the process leader in WK-1 the process quality score is at 82% for every week process leader has quoted that the quality score will be improved by 2% and by lifting quality scores week on week in WK-5 they will be able to achieve the quality target of 90%.

Also read: The role of the quality auditor in BPO

Creating a glide path should be done judiciously. It means you can not simply quote any number to the client which later on becomes escalation when you are not able to achieve the target.

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One important note - "To create the glide path it is very imperative to analyze the historical data first and then prepare the glide path for the future. By doing this you will not only quote achievable numbers to the client but also can push the agents to achieve it without any pressure."

Readers, I hope this blog is able to answer your question about the glide paths in a call center.

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