Why do you need Call Center Performance Management Software?
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The document discusses the importance of call center performance management software, likening it to a speedometer that helps track progress towards goals. It emphasizes the need for the software to provide proactive insights and efficiency scoring, allowing managers to identify and address performance issues. Furthermore, it highlights the necessity for a well-designed system that integrates automation and communication tools to enhance team productivity.
Why do you need Call Center Performance Management Software?
- 1. Call Center Performance Management Software Presented by Imaginesales Solutions.
- 2. The role of a performance management tool is similar to that of a speedometer of a car.
- 3. Speedometer
- 4. Deadline. Imagine you have to reach Delhi from Kolkata by tomorrow 10pm. You have started the journey at 1pm. Now you want to know at 6am whether you will reach on time. Also the speedometer alerts you that you are going to miss your deadline if you don't increase your speed.
- 5. You should be able to feed your deadline time in the speedometer. You should be able to feed the destination in the speedometer. The car should not be too noisy to disturb or cause headache to the passengers. The car A/c should not be defective if you are driving in the month of June. The car shouldn't need a push to start because it's engine is broken.
- 6. Ancillary function. So only standalone the speedometer is not going to help us reach the destination on time. The car should also function smooth. If it's defective even if you measure the right metrics it is not going to help. It will rather show that you are helpless as you would miss your goal.
- 7. Smart speedometer Now imagine that in the half way you see that you are missing the target. Can the speedometer tell you what to do now. How much speed should be increased? What is the reason you are missing your target?
- 9. Will we reach on time ? Mathematics of travelling is velocity multiplied by number of hours of driving.
- 10. Mathematics of call Center. Would be achieve our target?
- 11. Assistant's role. The software should inform the manager about the current status proactively even the manager doesn't check it. It should trigger email and SMS to send reports about the team performance.
- 12. Capture efficiency.. What if the driver is sleepy? What if the car is running slow because of internal defect? What if the team is dialing enough leads but connect ratio is poor? What if connect : meeting scheduled ratio is poor? What if meeting scheduled : meeting done ratio is poor? What if meeting : closure ratio is poor?
- 13. Smart speedometer should measure all the efficiencies score. You should be able to feed the maths that leads to reaching the revenue target. It should alert if someone is missing the target heavily.
- 15. Agent Name Dials Answ ered Opp s Deal s Dials : Ans Dials : opp Opp: Deal Dial:D eal Ajay 3844 333 11 1 12:1 349: 1 11:1 3844: 1 Raj 4285 339 15 2 13:1 286: 1 8:1 2143: 1 Komal 2911 251 27 4 12:1 108: 1 7:1 728:1 Ruby 3973 342 20 6 12:1 199: 1 3:1 662:1 Total 1501 8 1265 73 18 12:1 206: 1 6:1 1155: 1
- 16. Based on the above metric you may reward Ajay for his high number of activities and criticise Komal. However a deep dive reveals Komal is actually 5 times more productive. This is because her dial : deal is 7:1 where as that of Ajay is 11:1. Ruby is fabulous here. Her ratio is 3:1. Listen to the call recordings of Ruby as well as Ajay and then coach Ajay.
- 17. What if you are missing the target?Things to do if you are missing the target or you are away from destination.
- 18. You didn't buy the speedometer. You bought the car.
- 19. Call Center performance management software should not make your team slow. Like that of a defective car or poorly designed car. Even if the car is not defective but poorly designed it can make the team slow like old ambassadors. Software UI and automation rules should be capable to make the team fast.
- 20. A complete solution. Driving long distance you might want to play music. A song of your choice or mood. Similarly you might need SMS, email, what's app also to be integrated within the software. You might also want it to have proposal and pipeline management as well.
- 21. Imaginesales Solutions. Call Center performance management software.