Performance Management, Business Intelligence & Workforce Optimisation in your Contact Centre

Overview

Business Intelligence is only as good as the systems that capture and deliver knowledge and meaningful analysis that can be easily understood and acted upon. With VPI Performance we provide comprehensive contact centre performance management, by incorporating specific call centre modules capable of effectively capturing, measuring, reporting and therefore improving call centre activities. This is achieved in the most effective way; through simplicity.

Business intelligence is the primary focus of workforce optimisation. By capturing both the traditional or VOIP voice call with the agents screen, supervisors, managers and agents can very easily search, locate and playback any interaction. Performance management then allows users to evaluate these interactions against criteria the organisation deems appropriate and produce a score for every aspect of the interaction required. Furthermore, the agent can see their real-time scores and performance in the areas where they have been assessed via a performance management dash-board on their desktop. This enables them to improve their performance in real time, a great benefit to the business and a valuable workforce optimization tool for all contact centre's.

VPI performance management and business intelligence modules also incorporate e-learning and training capabilities. Allowing contact centre supervisors / managers to push training to agents as and when required to improve specific areas where the agents score does not meet the required standard.

What does Performance Management and Business Intelligence mean to your customers and staff?

Simple - the more effective your agents, the happier your customers, the lower your costs and the higher your revenues.

Better equipped, trained and developed agents will stay longer, be more motivated and achieve more positive results for your organisation. In doing this they will be better at handling customers, be more flexible in handling situations, spot revenue opportunities easier and be more time efficient; that's got to be good for your business!

You can find more information on the VPI software in the box to the left, or contact one of our Call Center Solutions Specialists to discuss your requirements in more detail.

VPI Performance Dashboard

VPI Performance Dashboard is a personalised, interactive, real-time, multi-view, "always on" window into contact centre performance. The Dashboard can be docked at the top of agents' and managers' desktops, presenting mission-critical information and performance statistics.

In addition to presenting performance alerts, the VPI Performance Dashboard displays individual and group metrics, sales data, messages, links to training, FAQs, and any other content that helps to drive performance. This enables agents to self-monitor and optimise their performance and allows managers to proactively identify opportunities and make adjustments to increase revenue potential and improve customer service. The VPI Performance Dashboard also helps to improve communication, by allowing you to display management messages to the agents.

VPI Performance Reports

VPI Performance Reports deliver vital performance information and highlight where adjustments need to be made on an agent, group, or site basis. Managers can view real-time and historical performance information, consolidated across multiple systems and sites, which may include virtual contact centres, outsourced and remote agents.

A single report can present both telephony and business data. These web-based reports allow you to drill-down or summarise data so you can quickly identify the root cause of problems or successes and spot opportunities for improvements.

VPI Performance Scorecards

VPI Performance Scorecards enable agents to improve by presenting up-to-the-minute statistics that indicate how close they may be from meeting their performance goals. They can also see how they compare to other agents - individually or by group. The scorecards deliver a customizable, KPI-centric view of both current and past performance results. Managers can quickly identify what proactive measures they need to take to improve agent performance.