Performance Management Software

[sheldonoverton]

We are looking into performance management for our call centers. Does anyone have any experience with performance management tools? Have you seen the financial benefits the vendor claimed? Where can I find call center stats/benchmarking on the subject? Any help you can offer would be appreciated. Thanks!

[jeremyg]

There are many performance management tools available - what you need to do first is understand what you are trying to achieve. If you wish to increase agent performance through training then you must be able to monitor the agents. This traditionally can be done via; live monitoring or voice recording(VR). Voice recording is best as this can be done after the fact.

The only problem with VR is that you have a lot of calls infront of you and no way of knowing which call would worth listening to. I know that a system used at a large telecommunications company improved the agents performance by alerting to the fact that certain call s would take them longer to answer and the FTR rate was low as they were not able to recall information in real time.

Having put in the performance software you can enable the FTEs to get a better understanding of products and once they can answer the calls they increase the FTR rates, speed up the calls so the AHT is reduced and I have found that agents longevity at the company increases too.

I have seen systems like this provide great payback of £200K in saving p.a. for a 175 agent site.

Hope this helps - Jeremy
northamptonjgc@aol.com