The methodology is all about using connections between professional behavior and performance to improve current skills - this way behavior can be changed with improved performance as the resulting outcome. The philosophy is NOT that "all agents have to be one generic mass and look like each other". There are individual differences and this is of course taken into account.
"Professional behavior" is broken down into individual actions, which we name "criteria". These are specific actions which can occur or not occur in dialogues (i.e. dialogues between agents and customers). So when logging data and feeding inputs into the tool, all you need to do is to listen to a number of dialogues, and state whether each of these criteria occurs or not occurs.
Behind the scenes, these actions and the patters in them are converted to sets of scores and points based on our knowhow about how much impact each impact has on a successful dialogue - again, with your world taken into account. These lead to competence scores for each logged test (dialogue) and, when enough are logged, gives you a valid competence score for each agent.
These competence scores are then correlated with performance data for the same period. Hence, connections between professional behavior and performance are established.
This is the starting point, followed by calibrations of criteria and the weights behind them, until there is a strong correlation for your agents, behavior and sales.
This knowhow is then used to suggest inputs and present important and valuable knowledge, such as:
- Which criteria should you improve on group- and individual level, in which order (also taking into account how difficult each criterium is to change, i.e. how easily behavior can be adjusted within this particular area)
- How much will your performance improve (for example how much will my sales per day increase) given that I improve a certain number of criteria with a certain level of improvement
The tool suggests these inputs by itself, so you don't need to think too much about the mathematics and methodology when working with it on an everyday basis.