Acuity Powers Collective Solution's World-Class Coaching and Agent Support
Because Collective Solution actively promotes positive reinforcement as part of its coaching and support program, Acuity's agent coaching system, aka Sidekick, was an immediate hit. Supervisors and managers not only use Sidekick to prioritize and document coaching and other forms of support but can enhance their agency and impact using Acuity's integrated recognition, reward, and gamification features.
Collective Solution's Sidekick implementation supports traditional coaching, goal setting, call monitoring, compliance audit processes, TRIAD mentoring, senior to frontline operations manager, and public recognition workflows. Process automation facilitates seamless routing for acknowledgments, notifications, departmental exchange, and other forms of engagement and collaboration.
Acuity Fuels Collective Solution's World-Class HR & Quality Management Organizations
BPOs are by far the most complex of customer contact organizations. They are highly dynamic – the needs of existing clients change almost continuously, and the steady stream of new client programs bring their own unique, often urgent, requirements and challenges.
Using Acuity, Collective Solution reduced friction and inefficiencies within its HR and Quality Management departments. Manual evaluation forms and compliance workflows were digitized and hosted in the Acuity platform, making them instantly available online to anyone, anywhere, at any time. Data captured in forms are now available for flexible, real-time reporting allowing management to rapidly pinpoint areas of strength or opportunity, discover relationships between operational processes and business outcomes, and perform other vital performance analyses.
Collective Solution's HR and QM systems tightly integrate with Acuity agent coaching, enabling supervisors and frontline managers to understand agent interactions better, improve customer service, boost employee experience, and increase customer retention.