Measurable Results Delivered

• A comprehensive understanding of your contact center’s performance strengths and areas in need of development
• A training and sustainment plan that links your goals and objectives with behaviors your managers and representatives need to reach them
• Increased service and sales results • Improved contact center productivity and efficiency

Audience

The Performance Analysis typically includes the contact center management team, group managers, team leaders/managers, quality assurance and performance development staff, and front-line representatives (in collective and one-on-one scenarios).

Contact Center Solutions
Performance Analysis

Business Issue

A thorough understanding of your contact center’s corporate culture and system complexities is an important prerequisite for designing and delivering goal-driven, learner-centered training. The biggest improvements in contact center performance are realized when training and sustainment solutions are matched to the key results you want to measure, the goals you want to reach, and the experience you want your customers to have when they speak to your representatives.

• Download this course description (pdf)

Omega Performance’s Solution

Omega Performance consultants are veterans of the contact center industry who partner with you to integrate your business knowledge, goals, and objectives with our 28 years of performance improvement experience and best practices. The outcome is a collaborative solution that delivers the business results you want and need and sustains them into the future.

We start this process by conducting a Performance Analysis that reviews your business objectives and performance development strategies to determine the status of current-to-desired activities and behaviors.

What Is Included

The Performance Analysis is accomplished in two days through onsite qualitative research that includes:

• Contact center management meetings
• Focus groups representing all levels and primary functions of the center’s organization
• Site tour
• Side-by-side observations and conversations
• Call review via recordings, wave files, or remote monitoring

A comprehensive review of the consultants’ findings, which validates or enlightens your contact center to its strengths and areas of vulnerability in the pursuit of your business objectives, is presented via PowerPoint slides and supplemented by written report as requested.