Oonity Performance Manager

Traditionally, contact centers have been regarded as cost centers
due to their inherent nature. The average contact center employee
cost ranges around 70% of the total cost. By utilizing various
workforce management softwares available in the market, contact
center managers can optimize the workforce and schedule the right
number of agents to help customers at the right time.

Generally, not knowing if the agents are performing or not leaves a
big unknown in providing excellent customer service. Therefore the
essence of a contact center's effectiveness and efficiency is the
performance of its contact center service representatives or agents
that serve the contacting customers.

Oonity™ and Oonity™ Express Performance Managers grade
the performance of the agents based upon a patent pending
statistical model and provide managers with actionable results to
improve performance and thereby reduce costs.

Oonity™ and Oonity™ Express Performance Managers are
next generation, innovative and easy to use performance
management programs available for the contact center industry.
Oonity™ allows contact center managers to easily identify the poor
performing agents, and the areas of their poor performance. The
managers can then take corrective actions targeted for that particular
area of performance.

Oonity™ and Oonity™ Express also help in identifying good
performers and excellent performers, so managers can take special
care to reward and retain these high performers.

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