Ask Kathy: The A and B Agent

By Kathy Sisk

There are four types of agents: A, B, C, and D. Understanding them allows you to create internal advancement opportunities and accomplish several benefits:

  1. The ability to identify each type of agent
  2. Higher compensation offered for agents who have advanced
  3. Lower turnover by recognizing and giving more responsibilities and higher compensation to higher-level agents
  4. Less productive agents set apart for special attention.
  5. Greater agent confidence leading to longer agent retention

The A Agent: A agents are new recruits; they are in training or under par in their performance and need more one-on-one time with your trainer, not the floor supervisor or team lead. All new recruits will pass through this level during the initial orientation, product, computer, and skills training. However, some agents remain in this category longer, because they learn at a slower pace. Others may go through this level more quickly. Once the A agent has achieved the minimum requirement, they advance to the next level: the B agent.

The B Agent: The B agent comprises of about 40 percent of your agents. Having learned the basics in level A, they will become more progressive in call handling. Their dialog is scripted but read in a friendly, non-canned manner. The B agent brings in the most revenue and costs less to employ. Because this group brings in your greatest profit, give them more time and attention.

This group prefers to work with a larger base and a smaller incentive. Most of the agents in this group desire a stable income, and they will work hard to keep it. Therefore, they will make the best use of their time and follow procedures. These agents need close supervision and plenty of hands-on training to keep them from burning out and reverting to level A.

When these agents achieve a proven record of accomplishment, your better producers will advance to the next level.

In the next issue we will discuss the C and D agents.

Kathy Sisk is founder and president of Kathy Sisk Enterprises Inc. and is a trainer and consultant, contributing thirty-five years of expertise to the telemarketing, sales, and customer service industries.

[From Connection Magazine – Jul/Aug 2014]