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The agents in your contact center account for roughly two-thirds
of your operating costs. Their performance directly impacts the
profitability of your contact center. An unprecedented degree of
decision-making agility can be achieved by monitoring, changing,
and/or modifying the behavior and actions of your contact center
agents in real time. Even modest improvements in agent productivity
have been shown to yield enormous returns. However, traditionally,
contact center performance had been difficult to measure and challenging
to improve – until the introduction of affordable call center
performance management software .
The VPI
Call Center Performance Management software
solution translates performance data into in-depth insight
into your contact center’s strengths and weaknesses. It monitors
both telephony and business metrics in real time. Used alone or
in conjunction with other Solution Made Easy™ workforce optimization
solutions, the Performance Management software provides the tools
to leverage performance data into business intelligence that can
dramatically enhance your contact center’s performance. The
advanced software Call
Center Recording system collects and consolidates real
time and historical performance information, delivering it right
to the desktops of your call center’s agents, managers and
executives. Key performance indicators, quality scores, scheduling
information and service level indicators can be distributed using
desktop dashboards, Web-based consolidated reporting, and TV monitor
display systems.
The contact center is fed a constant diet of real time customer
intelligence. It is uniquely positioned to channel this real time
information to the rest of the organization. By using Contact Center
Performance Management software and reacting promptly and appropriately
to real time intelligence, you can optimize an opportunity or avoid
a potential disaster. For example, if a decision or action made
at the corporate level is resulting in an inordinate number of customer
complaints, a real time Performance Management solution will immediately
identify this development and send an alert to the appropriate department.
The situation can then be addressed and agents can be promptly advised
on how to best handle those specific customer complaints. Without
a real time Performance Management solution in place, can you imagine
the massive losses that will be suffered in the days, weeks, or
even months before the problem has even been properly identified?
The VPI
Call Center Performance Management software
solution makes it easy for managers to monitor, measure, analyze,
and optimize contact center performance. For example, this can be
achieved by determining trends in call volume, agent occupancy,
average call or case duration, peak volume times by channel (phone,
email, Web, chat), and the number of cases open and cases closed.
Contact center analytics can also identify barriers to achieving
“time to resolution” goals by monitoring and analyzing
such key trends as resolution time by agent, by product, by customer,
by time of day, day of week, and average and peak queue times. Monitor
and assess agent performance, establish reachable goals, structure
incentives, capitalize on agent skill sets as defined by call
center quality assurance results, and strategically
align based on Workforce
Management and schedules.
Drive performance in real time by presenting your contact
center personnel with different types of information, including
individual and group telephony metrics, sales data, messages, links
to Agent Coaching,
annotated call
logging or multimedia files, FAQs, and any other content
that you wish to offer! Encourage self-improvement and self-monitoring!
Customer service, collections, telemarketing, and managers can each
view their dashboards to see exactly what they need to see, in real
time, to drive performance to new levels. A dashboard is an interactive,
dynamic, multi-view application that’s easy to author and
simple to use.
Improve communication with your contact center personnel!
Send live or scheduled messages to an individual agent, a group
of agents, or even an entire center with the VPI call centre performance
management messaging feature. One or more areas of a dashboard can
be designed to accommodate messages. Messages can be display only,
or require an acknowledgement by the reader. Complete reporting
allows managers to review message history by sender or receiver.
VPI
Contact Center Performance Management software
maintains the most complete set of data within the call center –
allowing you to view reports that consolidate information from multiple
telephony, business database, and mainframe systems. The Web-based
reports display both real time and historical performance information
on an agent, group, or site basis. Now you can search for, drill
down to, and listen to call
recording files based on positive and negative business outcomes
and/or view corresponding quality call
monitoring evaluation results. Both agents and managers can
easily review their productivity trends across all major key performance
indicators.
Scorecards are the natural extension to desktop call center
performance management dashboards. They present a Key Performance
Indicator (KPI)-focused view of both current and past agent and
manager performance in relation to specified goals (targets), and
compare that performance with the average performance of agents
within their group. While agents can only see their own scorecards,
managers may view the scorecards for all agents within their group.
An unlimited number of scorecards can be created - each containing
an unlimited number of KPIs. KPIs can be any backend telephony or
business metrics, or a formula to create a calculated value.
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