Optipro is a complete 360 degree performance evaluation of agents at large Contact Centre. The system integrates with many business applications (Avaya, Sugar CRM, etc) out of box and allows users at different levels to have both overall performance and deep dive analysis capabilities of the Contact Centre.

System Features

1. A flexible, results driven business tool

OptiPro-Mcreates a matrix linking individual employee targets to the key performance indicators used to monitor performance in each business unit. In turn, these KPIs are directly tied to overall business objectives. OptiPro-Mthen automates the performance management process to deliver an objective, accurate and transparent view of individual performance directly to each employee's desktop on a daily basis.

Employee targets can be weighted to reflect their potential impact on team performance, making it easy for employees and their managers to prioritize and focus their efforts on those activities that will deliver the greatest benefit.

2. Developing employees and reviewing performance

Employee reviews and the production of development plans are also being automated through OptiPro-M. On a monthly basis the system identifies weaknesses in employees' performance and automatically triggers a program of training and personal development options to address them. The system presents the most appropriate training activity from a pre-established menu of options, including e-learning, one-on-one coaching or specialist study, and enables time for the training to be allocated within the employee's work schedule. Most importantly, after the training, it will monitor whether and to what extent performance has improved against the specified objective.

3. A single view of performance

OptiPro-M delivered a consistency and clarity to the management of its business that had previously found impossible to achieve. It integrates data from existing measurement systems to provide a complete picture of performance across the entire business.

According to our clients, "OptiPro-Mgives a single and dynamic picture of performance – all day, every day I know exactly how we're doing, can diagnose problems and manage for improvement in a way not possible before."

4. A focus on coaching

The role of team leaders within telesales and service centre has been transformed. Employed to coach and develop front line employees, they actually spent 50% of their time carrying out administrative duties. Because administration is now automated, they can fulfill their true objectives.

5. Transparency, objectivity & ownership

OptiPro-M aligns employee targets with critical business objectives, transforming lofty corporate goals into understandable activities for employees. It provides daily online performance results to every employee – results that are objective, transparent and accepted by all. As our client explains, "Our employees know every day, week and month whether they're exceeding or missing their targets. Because they can verify and check results daily, we've driven ownership of performance down to each individual."

System Benefits

OptiPro-M brings unmatched experience and value-add to client engagements

• Domain expertise in call center performance management, data source integration and business process improvement/automation
• Partnerships with proven leaders in the software, consulting and hosting services industries provide credibility and market validation
• Aggressive research and development process for continuous improvement of the OptiPro-M application and underlying platform.

The OptiPro-M Platform is more robust, open and flexible than competing solutions

• Enterprise-class, web-based .NET architecture
• Architected for highly-reliable, highly-available, fault tolerant, clustered environments
• Open, non-proprietary system that leverages widely-available products
• Use and/or administration of OptiPro-M does not require any unique or proprietary skill sets such as specialized SQL skills or custom coding knowledge

System Highlights

OptiPro-M delivers superior data integration capabilities

• Standard and custom data connectors available for common sources
• Enterprise-wide operational reporting
• User-specific performance scorecards
• Sophisticated, proven solutions for complex performance management challenges such as user management, hierarchical reporting, matrixed organizational structures, overrides and recalculations.

OptiPro-M Performance Manager exceeds the capabilities of other call center scorecard and dashboard solutions

• Dynamic filtering and search capabilities allow users to quickly access the data they need across multiple time dimensions, data sources, organizational levels and metrics types
• Flexibility to manage employee performance in dynamic matrix based organizations with complex work practices such as resource re-allocations, team movements and skills-based job sharing
• Robust user management model delivers point-in-time specific performance tracking to ensure that metrics roll-up correctly over time and that the appropriate context (role, ratings, weightings, targets, etc.) is maintained historically
• Role-based authorization ensures that users access business appropriate scorecards, reports, dashboards and other functionality.

OptiPro-M delivers superior reporting and analytics capabilities to address clients' diverse operational and performance reporting requirements

• OptiPro-M generates optimized reporting
• Pre-defined templates, canned/standard reports and embedded design tools ensure a comprehensive, flexible reporting solution
• Best-in-class tools leverage widely available client skills and streamline OptiPro-M implementation
• Integration with near real-time data sources to deliver intra-daily reporting for sales, conversion, call handling and other business critical metrics.
• OptiPro-M implementation and support team will provide all the customizations and training facilities to adjust to your nature of business.

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