PeopleForce

Q. Why should I use Oonity™ Performance Manager?

A. Employee cost is the major cost in a contact center. Therefore the
essence of contact centers effectiveness and efficiency is the
performance of its contact center service representatives or agents
that serve the contacting customers. Various forms of performance
management systems to improve employee performance have
been in use in the contact center, most of it via manual processing of
data and goal setting.

Oonity™ Performance Manager is a powerful, objective
solution for measuring and improving key performance indicators
(average talk time, average after-call work, contacts per hour, etc.) for
CSRs utilizing a statistical algorithm to optimize group
performance results. It eliminates the need to set particular
efficiency goals regarding average call length etc. as it measures the
performance of each individual CSR and compares that to the group’
s performance. 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. It is the only performance management solution
on the market that utilizes an objective grading system.

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