The ROI Of Performance Management

In nearly all organizations, there are hidden inefficiencies and disparities in performance which can to be uncovered and fixed. Performance Management is a set of tools and practices increasingly being used by contact centers to expose these inefficiencies and drive improvement. In the contact center, Performance Management has emerged as a standard management activity, and in leading operations, has become as critical as workforce management, quality monitoring, call scripting, and proper contact routing. Once Performance Management systems have been implemented, organizations have seen significant ROI including a 6 month time to payback of invested capital.

Contact Centers are data-rich environments, and for this reason have often been thought of as having clear visibility into agent, team, and line of business performance. However the reality can be quite different. It's common for productivity between top and bottom performers to range from 3:1 to 4:1. And, instead of clear goals and easy access to data, objectives can be difficult to interpret and are subject to constant change. At the root of these inefficiencies is the difficulty in accessing clean, consistent data. Information is often stored in a variety of different systems, requiring extensive manual manipulation to get even the simplest view of overall performance. The result is inefficient processes, inconsistent measurement, inaccurate data, dissatis?ed agents, and suboptimal management decision making.