Introduction
QPC’s performance management solutions make it easy to combine data taken from any source, flexibly display the results as charts / graphs and disseminate this through your enterprise to give your performance management initiatives the best possible chance of success.
Faster information
Although the value of combined data in managing and analysing contact centre activity is unquestionable. It has been difficult to do. Previously contact centre managers would have to collate information from various sources and then manually input data into spreadsheets to obtain the output that they required. The complexity of this process, combined with the associated cost in terms of time, meant that such data could only be provided at infrequent intervals, perhaps every two weeks or even every month.
Our performance management solutions remove the personnel cost of obtaining information as, once set up, the systems can provide all the information required in an instant. Also, because of the real-time links to the various data sources, data is updated constantly giving an up to the minute view of all the contact centre activity. So, Instead of simply seeing what happened a week or a month ago managers can spot changes as they happen and take measures to counteract adverse changes.
Better management communication
Perhaps one of the most exciting features of our performance management solutions is that it not only provides combined management information but effectively disseminates this as well.
Every agent, team leader, manager and director can be given a personalised view of contact centre activity with an easy to use graphical user interface. Agents can see how they are performing in terms of their sales per call ratio at that precise moment in time and be positively empowered to effect it. Team leaders can see the same information as well as how their team is performing against others during that day. Managers can see how their centre is faring and ‘drill down’ to find out what teams or even individual agents are achieving. Finally, Directors can be presented with views of each centre along with the bottom line for the entire multi-site enterprise.
Combining data
Our performance management solutions do more than just display information from various sources in a single document. For instance, showing a call volume chart from the ACD alongside a graph showing total sales from the finance system. They actually allows you to combine information so that you can see sales per call over time on a single graph or table. What’s more, you can add a third dimension to this combination by adding agent data from your human resources or workforce management systems. This means that you can also see sales per call over time at agent, team, group or even centre levels, for example.
The combinations of data that can be provided are endless and virtually any variable can be drawn from any system and combined with others. The list of systems that our performance management solutions can take data from is virtually limitless but typically the following sources provide key inputs:
- Quality Management systems
- Workforce Management systems
- Sales and Finance systems
- ACDs
- CRM solutions
- IVR systems
- Training databases
- Human Resource databases
This ability to combine data sources gives managers and analysts virtually unlimited freedom to explore the relationships that exist within their contact centre but, until now, have remained hidden from view.
Graphical reporting
Although our performance management systems are incredibly advanced they are also very easy for users to use. Data combinations can be quickly transformed into bar graphs, pie charts, line graphs and tables and then made available for users across your whole organisation to see.
Thresholds and performance targets can also be quickly and easily added to the graphical reporting to make it easier to see performance and highlight under or over achievement.
For example, with a sales per call bar graph a target line could easily be incorporated so that a team leader can see, at a glance, if they are meeting their objectives. Then, the same sales per call information could also be used at agent level within a table. For this table a threshold could be added so that the names of individual agents, who are not within target, are highlighted in red and brought to the top of the list.