Performance Management

Performance management of agents is an essential process for any organization that aims to be a market leader. In a contact center environment, performance management has two principal functions :

• Call evaluation
• Coaching / Mentoring agents

Call Evaluation

This function requires the preparation of evaluation matrices adapted to the organization`s objectives. The evaluation forms must be easy to construct and use.

Call evaluations allow you to :

• note every aspect of the call;
• include grades and commentaries intended for the agent;
• include references to help train the agent;
• initiate coaching activities;
• measure agent and team performance;
• measure supervisor call evaluation.

Coaching / Mentoring agents

Coaching helps supervisors to work with agents and help them to increase their performance.

Coaching allows to :

• use established action plans and note the performance improvement objectives;
• follow the progression of the action plans;
• measure the supervisor coaching activities and their impact on team performance.

By managing performance in your organization, you will be able to improve the following areas to :

• increase the customer satisfaction of the clientele;
• increase the compliance to norms and processes;
• increase income;
• reduce agent and customer turnover.

Our Performance Management solution is called NovoCoach