"With people comprising 50% to 70%+ of the operating budget of the typical enterprise and having a major impact on customer satisfaction, people represent one of today's greatest opportunities for productivity improvement" Measurement International
To see our new YouTube video on the productivity of agents within a call centre, before and after the implementation of Agent00, then please click here.
Computing technology has advanced our ability to provide a comprehensive view of a contact centre agent's individual overall performance, by integrating operational, customer, financial and growth measurements with other key performance indicators. This is what Agent00 does through its real time balanced performance scorecard.
Agent00 gathers data you already have from ACD, CTI, Workforce Management, Quality Monitoring, CRM, HRIS, and other systems, such as manager observations. Each data component is weighted and integrated with the others to provide a holistic view of performance.
Agent00 objectively measures and recognizes each agent according to their own CEO/Manager-set performance metrics. Every agent has a chance to excel because their metrics are based upon their own individual circumstances. For example, if an agent is making less salary than another because of tenure, it will take her less volume to progress through the "alert - quota - margin - bonus" zones of Agent00's balanced scorecard. Agent00 makes it possible for agents to be recognized objectively, and according to their own status.
Agent00's scorecard makes every agent aware of whether they are making money for the company or losing money for the company throughout the day. The minute they cover their costs they are informed they are now making the company money.
Most productivity and efficiency solutions are designed to inform management, who must then take report findings to regulate and motivate agents. Agent00 is unique. It directly informs agents about their own performance (real time) so they will be self-motivated. Of course Agent00 also keeps management informed, and in sole control of performance metrics.
Don't just take our word for it - just take a look at the numeric evidence reported by our clients after using Agent00 for a sustained period