Any attempt at evaluating performance, even if it was for the benefit of employees, made matters worse. According to its head of marketing, Rosemary Turley, call centre innovation has traditionally concentrated on either the customer or on technology - at the expense of the employee. To combat this, Performix devised a product, Emvolve Performance Manager, which allows everyone from trainees up to senior management to monitor and retrieve information about their own performance. It is, the company claims, the only solution that gives a complete picture of performance across all aspects of the contact centre. The solution integrates information from existing systems with actual activities to give a single view of each person's individual performance.
Employees can see how their input affects how the business performs.
This means employees can focus on activities that best serve overall business goals. It also directs employees by highlighting areas for their own improvement, allowing them to take control and proactively improve their own performance, she says.