PeopleForce

Q. What is the difference between Oonity™ Performance
Manager and other performance management systems
provided by various companies?

A. Performance management systems provided by other companies,
improve performance by setting goals based upon improvement over
averages and measure agent performance against these goals.

Dr Edward Deming - a world renowned American statistician and
philosophical leader of contemporary SQC (Statistical Quality Control)
movement in his book, Out Of The Crisis, says, "rates for
production are often set to accommodate the average
worker."

“Naturally, half of them are above average, and half below.
What happens is that peer pressure holds the upper half to
the rate, no more. The people below the average can not
make the rate. The result is loss, chaos, dissatisfaction, and
turnover. Some rates are set for the achiever, which is even
worse.”

Oonity™ and Oonity™ Express Performance Managers apply a
fundamentally different approach to improving CSR performance.
Instead of measuring individual CSR performance against some
improvement over averages for the entire workforce, our fully
automated algorithmic software measures the performance of each
individual CSR as it relates to the entire group.

The algorithm used in the software measures the performance of all
CSR’s fairly and objectively by balancing all key performance
indicators and assigns them a performance grade. Based upon the
performance grade CSR’s know where they stand relative to their
peers. This refocuses management’s effort to reward high performers
and coach and counsel poor performers. As a result, it does away with
unrealistic expectations and the resulting frustration and apathy in the
workforce.

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