Performance Management

The Problem

The goal of performance management is to have your agents and teams work to the best of their ability. Today, this means having your team achieve First Contact Resolution (FCR), but existing performance management solutions do not provide the insight needed to coach to FCR. They treat each call as the same, leading to coaching for general behaviors only (“saying the right things”), and emphasizing handle times.

The Solution

FCR based performance management requires coaching for the special knowledge, skills and process for each type of call. Upstream Works’ solution brings the same level of manageability to customer care and FCR as traditional contact center metrics bring to call efficiency.

Business Interaction Manager measures agent performance by call reason, and ACD skills to identify training and compliance gaps that lead to repeat calls and long handle time. They integrate with virtually any call recording system, so you can select calls for quality monitoring based on a combination of agent performance criteria (FCR, AHT, transfers) and call reason.

Benefit Highlights

• Identify, coach and train agents on call types that they have difficulty resolving
• Identify work avoidance behaviors such as transfer/deflect certain call types and “kickbacks”
• Identify and coach agents that have short AHT but cause repeat calls
• Add your business specific KPIs, such as conversion, to your coaching process