Agent Performance Optimization through Incentivized Programs

[gradx]

I have been working in the call center environment for about 3 years. The client I consulting for has grown from 250 employees to over 3000, with 1500+ on permanent projects.

I have seen the pain of managing the rewards and bonus programs, as well as the difficulty of managing larger projects and multiple expectations (BPO vs Call Center).

I am in the final stages of the patent process and about to design and implement a software application to educate, motivate, and reward CSR through multiple unique approaches and will be releasing the first product within the next few weeks.

The general concept of the idea has been informally discussed with over 50 agents during the course of the last few weeks and of those, about 90% want to participate. Due to some non-compete clauses and other politics, there may be a slight risk in not be able to work out an agreement with the current client to pilot this software so that is why I am approaching this forum.

I would like to be able to pilot this software as part of a beta phase through multiple channels for a period of at least 6 months. The beta phase will be free but eventually the licensing fee for this software will be on a per seat basis per month, probably around $5/seat. There is some risk in piloting this software as well because I truly believe once CSR see the idea in action they will not be happy to have it stripped away if the call center doesn't want to pay the licensing fees.

If anyone here is willing to hear the idea and participate, here are some general requirements.

To pilot the software it will require:

1) Web Server - Microsoft Internet Information Server (IIS) specifically since I am building the application with ASP.NET

2) SQL Server - a database to house information

3) Data feeds from multiple sources of a call center (Avaya/Aspect ACD, IEX for scheduling information, as well as basic employee information)


Anyone who is interested can PM me or reply here with questions and comments.