There are few things that provide as much use to organisations as performance data.
This information helps paint a holistic picture of what is going on at every level of a company and can dictate improvement strategies moving forward.
The problem is that extracting this data can be an extremely time-consuming activity. That’s where Performance Management comes in. This software provides you with an easy-to- use platform that aggregates all your data and presents it on a colorful and readable display.
Our solution gives you the insights you need to create a culture of continuous improvement – empowering you to optimise performance management across your Australian business.
How does It work?
Performance Management uses dashboards, scorecards and reports to collect, correlate and display information specifically targeted for all roles in your organisation – whether it be agents, supervisors, business analysts or the executive suite.
Actionable insights are waiting to be uncovered and brought to the attention of your users, tracking personal and group performance against configurable goals and comparing a wide range of metrics with data sourced from many contact center systems. The software consolidates data across routing platforms, workforce management, quality management and additional sources such as speech, text and desktop analytics.
The responsive design is simple to understand and supports all popular browsers without browser plugins for full functionality. Performance Management allows you to:
- Extend views with metrics drawn from enterprise systems that manage customers & business process such as CRM and ERP.
- Drill down into aggregated data to view performance management trends over time and gain valuable insights.
- Use configurable dashboards and intuitive, interactive reports to understand the root cause for performance pitfalls.
- Outline operational goals and targets for employees at any level.
- View trending, multi-nested reports by time, team, group, and location.
- Create badges and define award criteria for your agents to view and display.
- Initiate coaching manually or without any supervisor intervention by establishing thresholds for reasonable performance, then analyse the coaching process and level of success with coaching analytics.
All of these tools enable leaders to optimise the performance of their teams to the highest possible level. Performance Management takes all of your data and compiles the information into a singular picture for everyone’s use.
Perhaps the biggest advantage of using Performance Management comes for employee engagement. The information provided on these dashboards gives your staff an avenue to interact with data and better understand their performance. Instead of wondering how they could improve, they now have actionable insights that enable them to better themselves as professionals. For businesses this means happier employees and better team performance. For employees it means job satisfaction and professional growth – a true win-win for everyone.
The Call Design advantage
When you work with Call Design you are getting a team of professionals that are here to help you for the long haul. Whether you want us to sit down with your team for complete training and consultation sessions or you’re simply looking for us to tweak the product to fit your needs – we’ve got you covered.
This is exemplified in our core promises of consultation and integration.
When you purchase one of Call Design’s Workforce Optimisation (WFO) products, we meet with your team to determine what it is you need from our product. From there, we will run a series of application and design consultations to create a system that is tailored to your requirements. After testing and training, we get the full product into production and can help upskill your team to ensure everyone is using the solution as effectively as possible.
Our Call Design team can help you integrate Performance Management wherever you see fit. This means all of your company’s pre-existing data can be pulled in and compiled into dashboard as a part of our design process. In fact, we encourage people to pull in as much data from as many different systems as possible. The more information you use to inform this system, the more holistic view you’ll have of your company.
Our consultation process enables your team to set and achieve important organisational goals. The numbers are important but the actions are critical.
When you work with Call Design, we will hone in on those action points by telling you what can be done about the numbers. Say your system is telling you that your company’s productivity levels are falling below the acceptable line, we can then put a plan in place to address this issue, build metrics to support it and track improvements appropriately.
Get started with Call Design today
Here at Call Design, it’s not just about delivering exceptional products, it’s about ensuring our customers receive all the support they need through every step of the process. Since 1991, we have been working hard to provide businesses with the tools they need to thrive. To learn more about how Performance Management can help your organisation reach new heights, give our team a call today!
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one of our Call Design team today!