Performix Technologies is to install its performance management software across all sites operated by contact centre outsourcing provider, Telecom Service Centres (TSC).
Performix’s Emvolve Performance Manager will be implemented in four contact centres, reaching a total of 1,400 staff across the UK. It will enable TSC contact centre agents and managers to monitor and improve their performance. This should enable TSC to improve productivity at all levels of the organisation, define individual needs and objectives, reduce internal costs and increase profit margin.
Charles Sweeney, managing director of TSC’s Contact Centre division. "The quality of our service rests on the quality of our agents, empowering them to focus on continual improvement is essential to delivering superior services to our clients."
TSC evaluated a number of solutions from companies claiming to specialise in performance management. It selected Emvolve Performance Manager because it was able to align individual agents’ targets with business objectives and give individual agents online feedback about their performance.