Performance Management
Performance management is the process of delivering role specific, relevant information to individuals on a regular and frequent basis to positively influence their performance in line with corporate business objectives. Agents, managers and executives should all be provided with a targeted set of Key Performance Indicators (KPIs) that are aligned with each.
Using a balanced scorecard approach, an organisation can identify an agents’ strengths and weaknesses and directly drive personal and general training initiatives. As an organisation, you can refine your forecasts and performance goals based on the data collected in a Performance Management system.
Key benefits
- Identify under-performers and support their development
- Targeted personal development programmes that address KPI challenges
- Reduce unwanted agent attrition
- Improve the performance of agents, teams and the contact centre as a whole
- Reduce ongoing costs
How can Sabio help you?
Core to Sabio is to help organisations improve the performance of their contact centre. Sabio’s unique understanding of customer contact means Sabio can provide appropriate guidance for selecting and deploying a Performance Management application that meets your business needs. Sabio will help you define the application based on your existing a future Performance Management needs and offers ongoing support of the system and its application in the contact centre.
