Convergent is an integrated customer care organization providing solutions to help clients bridge relationships with customers through enhanced, unified communication. Convergent customer care delivery enhances brand equity while maximizing the customer experience through multi-channel voice, chat, e-mail and back office services that are continually measured for compliance and quality standards.
Convergent was experience poor employee performance which was resulting in the risk of client loss.
After an extensive evaluation process with internal and external experts, the BPO provider selected a Contact Center Performance Management (CCPM) product – the Acuity performance management product from TouchPoint One.
A comprehensive implementation process was developed and implemented. The team consisted of a quality manager, quality director and team supervisor. A member of HR was also enlisted to support Acuity setup and address agent and supervisor training and support needs. The plan was executed smoothly and met expectations. It included these critical action steps:
Within 12 months of implementing Acuity, the BPO provider became the top ranked vendor.
Within 12 months of implementing Acuity, the BPO provider became the top ranked vendor.
Among the most rewarding aspects of the Acuity implementation has been the value it’s delivered to agents. Acuity enables agents to be connected to their supervisors as well as the rest of the organization at every level. Agents appreciate the consistent and continuous support that Acuity facilitates. They also like knowing that their employer is genuinely interested in their well-being and committed to their success. As a result, agent attrition rates and attendance scores have significantly improved. And wrongful termination incidents have nearly disappeared.
The BPO provider now has a deeper understanding of the correlation between employee satisfaction (ESAT) and customer satisfaction (CSAT). While this is the way they have always managed their business, Acuity has enabled this relationship to be more directly measured. As agent attrition rates have dropped and attendance scores have improved, scores for customer satisfaction have steadily risen.
The BPO provider is now enjoying the results from their Acuity enterprise performance management system, brought to them by TouchPoint One.
“Acuity has made life so much easier for the leadership team! Having a balanced scorecard is a necessity in our environment.“
- Brandi Stadie, Senior Director of Veyo Contact Center Operations, Phoenix, AZ
“With TouchPoint One's advanced platforms and expertise, we've seamlessly integrated gamification into our performance management, boosting employee engagement and efficiency.“
- Mark Wilson, Chime Solutions CEO
“We are saving ourselves so much time and so many headaches. It is just a better way to work.”
- Tereasa M. Vukanovich, Manager, Regulatory Compliance & Audit
