What does the next generation of performance management look like?
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The P&Q campaign aims to revolutionize operational practices in the UK contact centre industry, involving 174 organizations to enhance performance and quality management. A majority of companies perceive current performance management processes as lacking in effectiveness for empowerment and focus, with a desire for future strategies to emphasize coaching and staff autonomy over traditional metrics. Nexidia collaborates with major contact centres to provide innovative data analysis solutions aimed at improving performance across various customer interactions.
What does the next generation of performance management look like?
- 2. THE P&Q CAMPAIGN The aim is to get everyone in the UK contact centre industry to collectively invent the next generation of operational practice in performance and quality management, and then use that to work in new, more effective ways.
- 3. WHO WAS INVOLVED IN THE P&Q CAMPAIGN • 174 organisations from a variety of sectors • 26% of companies have 101 - 300 customer service employees • 11% of companies have over 1000 customer service staff
- 4. WHAT DOES THE INDUSTRY THINK OF THE CURRENT STATE OF PERFORMANCE MANAGEMENT?
- 5. of companies saw the current process 42% as effective for capturing performance insight
- 6. 37% 54% of companies think the current of companies said process is effective for it was effective for improving KPI’s better coaching … but only 1 in 5 companies saw the current practice as an empowering form of self management
- 7. WHAT ARE THE PRIORITIES FOR PERFORMANCE MANAGEMENT GOING FORWARD?
- 9. WHAT'S ON YOUR WISHLIST FOR NEXT GENERATION PERFORMANCE AND QUALITY MANAGEMENT?
- 11. 49% of companies say performance management needs to focus on improving coaching in the future
- 12. WHAT WOULD YOU LIKE THE NEXT GENERATION OF PERFORMANCE AND QUALITY MANAGEMENT TO ACHIEVE?
- 13. A shift from managing the "number" to managing, coaching, understanding the behaviours that drive performance & quality performance Self managed performance supported by coaching by exception from a team leader focused on problem resolution and customer experience Greater staff empowerment to own the customer experience rather than have it dictated to them through KPIs Ban % answered in X seconds. Replace with only three metrics: Customer Satisfaction, Rating Customer Effort and Failure Demand Real time dashboards for the agent and manager. Trend analysis, exception reporting, highlighting issues / opportunities
- 14. PERFORMANCE MANAGEMENT TOP TIPS: • Relevant coaching is vital for affecting performance improvement • Reducing the delta between best and worst performer is probably the single most effective strategy for improving ROI on human capital • The customer voice has to be a major input in quality assessment in today’s so called ‘experience economy’ • Self managed learning is the most cost effective and sustainable form of learning • Giving advisors the tools to do that makes sense
- 15. ABOUT NEXIDIA Nexidia works with some of the world’s largest contact centres to develop and deliver comprehensive video and audio search platforms. Innovation is at the heart of the systems that Nexidia develops, which are completely owned by the company. Being able to capture multi-channel interactions, analyse the data and then develop business strategies to improve the performance of every aspect of a contact centre is at the heart of everything Nexidia do. For more information about Nexidia, visit www.nexidia.com