The role of an organization is to enable common people do uncommon things. Genius is a rare talent. Performance management comes handy here. To know more on this click on this link: https://www.imaginesales.co/call-center-performance-management-software/ Too much report is bad. Too few report is not recommended. Too cumbersome a system will make you slow. Without a holistic solution you can't do detailed performance management. These are few counter intuitive features expected from a 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?

8. Your smart speedometer

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.

14. A sample dashboard.

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.