By Vijay Pereira MCMI, UK
Performix Performance Management
By Vijay Pereira MCMI, UK
Researcher and Lecturer, University of Portsmouth, UK
Organisations are striving to mature their contact centers from simple call centers into multi-channel centers tied to strategic imperatives to deliver improved business performance. BPO providing organisations delivering contact center services must broaden their examination of productivity from the conventional company-oriented perspective to a dual company-customer perspective.
This broadened approach can help reconcile conflicts and thus leverage synergies between improving service quality and boosting service productivity. This article proposes a conceptual framework in the form of seven simple but paramount steps- for understanding the inter-linkages among service quality and the various components of the company-customer perspective of productivity, and discusses the implications of this seven step framework for service executives and researchers.
Contact centers are nowadays seen as profit-enhancing and value adding rather than a cost both internally for departments and externally for clients or customers. The contact centre is also often overlooked as a source of valuable business intelligence. However recent advances in voice and screen recording technologies and real-time call center reporting and analytics applications have enabled virtually every division of the enterprise to benefit from the vast store of valuable information gathered by this front-line communications hub.
Thus a contact centre also increases productivity by being a valuable internal motivational agent- apart from being an excellent external agent. For example the ‘Marketing departments’ can now gain extensive marketplace feedback on specific campaigns, the performance of individual products, and customers’ attitudes towards competitors’ brands.
For the ‘Human Resources’ department, contact center interactions are an essential tool for conflict or complaint resolution, disciplinary action or training programs modification, and improvement of scripts for recruiting and interviewing. At the ‘Boardroom’ level, reports formulated from intelligence gathered from the contact centre can assist in strategic decision-making - from organisational positioning to resource allocation.
Important business decisions are now being made on human time. With ‘Actualised Intelligence’, instead of waiting for days, weeks, or even months for a performance report, executives and managers are promptly alerted to the fact that a specific campaign is resulting in an above or below average number of sales or other objectives - even as they are in progress. They can then drill down to individual agent/customer calls that have resulted in a sale and discover what the customer is responding to and why.
This information can be used immediately to strengthen and focus the campaign and/or make adjustments, thus increasing profit margins and customer satisfaction. For example, by using an analytics application, a marketing executive can be automatically alerted to the fact that a specific marketing campaign is resulting in an above average number of sales. The executive can drill down to the individual agent/customer calls that have resulted in a sale and discover what the customer is responding to and why. Simultaneously, automated business rules will trigger the delivery of targeted training materials directly to the desktops of the agents handling the campaign.
The following seven simple steps would greatly enhance the contact center performance (individual, group, and overall). Following these seven steps would thus enable management to increase agent performance, decrease agent attrition, increase customer satisfaction, decrease costs, and raise revenue. From global enterprises to mid-sized contact centers- contact centers can collect data and present real time and historical performance information to agents, managers and executives within the enterprise. Nowadays it is possible that Key performance indicators (KPIs), quality scores, scheduling information and service level indicators can be distributed to contact center personnel using desktop dashboards, Web-based consolidated reporting, and television monitor display systems. Contact centers can also monitor both telephony and business metrics in real time - providing the tools to leverage that data into business intelligence that can dramatically enhance contact center and business performance.
The above seven steps are not exhaustive but would certainly enhance a ‘Contact Center’ organisations’ performance and save costs. This would result in a win-win situation where all stake holders are satisfied and remain in business.
Performix Performance Management
The global expansion of the customer service industry and the advancement in technology has significantly increased people?s expectations. It is therefore critical that your company meets all goals and embraces the latest software ideas. IEX Corporation has developed a programme known as Performix Performance Manager which will help you to considerably reduce administration time, allowing you to focus on your business needs.
The programme supplies businesses with an incorporated scorecard which helps with the consolidation process and reduces the amount of wasted paperwork. The scorecard details the performance records of all of your staff and also allows the employees themselves to monitor their performance records. Everybody can see whether or not they are meeting targets and the areas that they need to really focus on.
There are a number of different programmes included in this package which include the following:
Performix Development Manager: this allows you to include training teams in your performance figures. You can monitor the training process to see how the new recruits are getting on and which ones really stand out. This not only allows you a complete overview of your business, but also cuts down on training costs as your new employees can see for themselves how they are doing.
Performix Evaluation Manager: this programme will supply your company with online evaluation forms as well as reminders to those who have not filled theirs out. Your employees can download them and complete them when required. You can write your own questions and customise the entire process to your needs. You are able to retrieve any employees evaluation records at the touch of a button and this evaluation can be interlinked to performance records and annual appraisals.
Performix Recruiting Manager: this programme allows you to computerise, monitor and improve the entire hiring procedure. You will be able to ensure that only the right people get the job and maximise their potential again saving time and money. The Recruiting Manager makes the procedure of hiring new staff a lot quicker and more efficient. You can even sort out which candidates are not performing as well as they should within the first week by comparing their statistics with each other's and previous candidates.
Workforce Management System Integration: this management system will help you to install any new Performix programmes. You will be given access to information on TotalView which allows you to monitor your key performance indicators (KPIs). You will be able to synchronise information about each call centre agent and performance related information which like many of these programmes cuts down on the need for vast paper trails. You data will be a lot more accurate as well as easier to retrieve.
The benefits of Performix Performance Management are obvious and without it, you run the risk of your business falling behind others who invest in this latest technology. In today?s developing technological world, you can?t afford to have anything but the latest arrivals to help you streamline your business and cut costs. Performix have proven results and offer excellent solutions for all of your business needs.