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:
The BPO provider subsequently experienced rapid growth, lower agent turnover and
exceptional client retention after implementing Acuity. Here were the key results.
TouchPoint One specialists worked to identify, score and weight key performance indicators
Agents reacted positively to having access to their performance measures directly on their desktop. They also received communication on how their pay would be directly linked to performance
Employees perceived this process as fair and as an opportunity to prove themselves
Supervisors were able to quickly identify performance issues and address and correct them within minutes versus weeks or never
Management now compares team and agent level performance in real time, at the office or remotely through hand-held and other smart devices
As a result, they were awarded double the business. Their improved performance
on specific KPIs included:
Agents Love It
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 Loves it Too
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.
Real Bottom Line Results
They Now Depend On
The BPO provider is now enjoying the results from their
Acuity enterprise performance management system,
brought to them by TouchPoint One.