A Contact Center

Performance Management System

101 W Ohio StreetSuite 2000Indianapolis, IN 46204(317) 454-8200

info@touchpointone.com

Dashboard• Displayed on EVERY DESKTOP from agent to CEO.• Easy to understand, color-coded scoring.• Integrated message board and links to other tools.• Real-time updates of KPI performance, hours and pay.• Ability to identify performance issues within seconds vs. days.

Custom KPI’s/Balanced Score• Measure the KPI’s that are important to your business.• Combined and weighted KPI’s produce a “balanced score.”• Measure sales, customer satisfaction, quality, efficiency, attendance and more.• Scores updated each day or in real time.• Customizable targets for different locations, projects, teams, and agents.• Drill down to determine root cause.

Drill Down• Drill down to core data to determine root cause.• Allows managers to identify and quantify performance problems within seconds.• Compare scores, spot trends, identify performance drivers.• Identify revenue and efficiency opportunities.

Reporting & Analysis• Robust, flexible reporting system.• Customizable, self-directed reports.• Numeric or graphical, date range, trend, and comparison.• Provides “actionable data.”• All reports are printable and can be saved.

Link Pay to Performance• Link performance to financial targets and results.• Identify your most valuable employees based on the “balanced score.”• Create a “pay for performance” plan, easily.• Improve morale by ensuring compensation is fair.• Drive performance through recognition and reward.

QA Monitoring & Scoring• Flexible agent evaluation software tailored to your needs.• Integrated evaluations, scoring and reporting.• Easy analysis of each component of a transaction.• Create multiple, customized QA forms for each project.• Link QA results directly to agent and management pay.

Testing & Survey Capability• Quickly & easily create quizzes and tests.• Send quizzes to agents, teams, projects, and track results in real time.• Identify problem areas and increase knowledge and performance.• Create internal and/or external surveys• Enables you to easily get feedback from your customers and employees

F EATURE B ENEF I T

Centralized, hosted solution Low risk, easy & inexpensive implementation process

Unified view of all KPI’s Saves managers hours each day in reporting and analysis

Dashboard view of KPI’s and Scoring Easy to read and interpret, color codes graphics

Adjustable weighting of KPI’s Target desired focus by strategic need and relative importance

Balanced Score based on the sum Accurate evaluation of agents, teams, groups, sites and the enterpriseof all weighted KPIs based on the “big picture”

Reporting link between customers, operational Ensure agent goals support customer needs and overall enterprisemetrics & financial results financial performance

“Pay for Performance” Component Ensure highest ROI for each employee

Online Quality Monitoring & Scoring Monitoring/scoring speed and accuracy

Graphing and Charting Quick identification of trends and comparisons

Built in messaging system (“Acuity Messenger”) Take action through targeted messages immediately

Acuity Survey Create internal (employee) or external (customer) surveys

Alerts Send targeted alerts to any/all levels based on performance

Drill down to every level and every input Identify root cause performance issues

Acuity “Corrective Action Manager” Fair and objective policy enforcement, minimize legal risks

Acuity “Auto Evaluation” Save hours of manager time researching and writing performance reviews

“Program Dashboard” Dashboard & drill down views of client SLA’s, provide transparency to clients, link operational metrics to customer satisfaction

“Financial Dashboard” Dashboard & drill down views of enterprise financial results provide managers with daily financial results in simple dashboard view, link operational and customer metrics to financial results

Acuity is unique in functionality and invaluable in

performance management.Environment OverviewAt its core, the mission of the contact center is simple – sales, service and support. However, when you introduce multiple technology systems, high volume staffing requirements, initial trainingand continuous coaching, high turnover and a variety of measurements, the execution becomes complex. In all contact center applications there is a plethora of data, which can be a blessing and a curse. In order to manage a successful contact center operation, it is imperative that there are clear and specific objectives which are consistent throughout the organization and that there is a system that can deliver timely and accurate updates to all employees on performance against those goals. This is why Acuity Performance Management was created.

How Acuity Can HelpAcuity is a Contact Center Performance Manage-ment System, which simplifies the complex task of managing in the contact center environment, and ensures organizational alignment. Acuity assimilates multiple data sources into a single dashboard that delivers a Balanced Score based on selected and weighted Key Performance Indicators (KPIs). Performance against these KPIs is delivered at every level in the organization including agent, supervisor, manager, program, location and more. Acuity gives all users the ability to drill down on the balanced Score and individual KPIs to perform root cause analysis. Agents can actually self-manage with this system. There are no more surprises related to performance at any level in the organization – the goals and performance are transparent.

In addition to assimilating multiple data sources and delivering a Balanced Score, Acuity provides other important functionality as follows:

•Online,customizedreporting,including chartingandgraphing

•Builtinmessagingsystem

•Correctiveactiontracker

•QualityAssuranceformsandtracking

•CustomerandEmployeeSurveyapplication

•Testing&quizzingapplication

Why Invest in AcuityThere are many operational benefits that will be derived from implementing the Acuity Perfor-mance Management System in your contact center. Many of these benefits will have a direct, measurable and significant financial contribution to your organization. This has been proven in real world implementations where Acuity has delivered a measured 4 to 10 times Return on Investment within the first few months of deployment.

The areas of expected improvement in a typical contact center environment are as follows:

• ImprovedCallHandlingTimes• IncreasedAgentUtilization• IncreasedSalesConversion• IncreasedCustomerSatisfactionScores• ReducedAgentTurnover• ReducedAbsenteeism• IncreasedSupervisorSpanofControl• ImprovedServiceLevelAgreementAdherence• ReducedWrongfulTerminationClaims• NoNeedofInvestmentinEmailApplications forAgents

Acuity is a “Green Light” decision given that small increases in the sample areas of improve-ment will yield a healthy ROI. In addition, there is no capital investment requirement, a relatively straightforward implementation that can be achieved in 30 days or less and minimal start-up cost.

We at TouchPoint One are ready to work with you to identify how Acuity can improve your business.