Create tailored performance management agreements for each role within the call centre, balancing measurable data such as efficiency and value with behavioural standards too.
Automatically receive data from other EvaluAgent modules integrating quality, customer satisfaction, FCR and operations – or input data manually if you use the module as a standalone application.
Manage your HR processes more effectively by linking agent performance to coaching targets – ensuring that underperforming employees receive adequate support.
Compare current performance agreements against previous benchmarks, and allow agents and managers to electronically sign-off on both individual and team-wide future targets.
Record your performance improvement plans electronically. For transparency, both managers and agents have full access to these plans via the EvaluAgent dashboard.