Four levels of performance raises are reported. This system is very effective at tying agent rewards to compensation.
Heavy reliance on statistical measures and quality processes to drive business practices offers many benefits above other, less-structured contact center operations, including:
- Increased client control over revenues, efficiency and customer satisfaction. In other words, "less noise in the channel."
- Greater consistency in call handling and results
- More targeted, faster paths to improvements
- Improved data tracking and detailed reporting
- Enhanced CRM opportunities
- More market intelligence and opportunity mining
