Our model for Performance Maximization provides our management team with the knowledge and skills to deal with the age-old challenge of balancing quality and productivity. With the proper tools, tradeoffs are rarely required. Our management team uses the components of the Performance Maximization Model to support our client’s program objectives or Key Performance Metrics. Every member of the management team is certified on the model to ensure consistent usage and success.

The following is an overview of the four key components of the Performance Maximization Model: Measurement, Training, Coaching and Motivation and the corresponding Six Sigma step.

Measurement (Six Sigma Steps: Define, Measure, Analyze)
The way we measure performance is what sets us apart from other contact centers. We correlate productivity and quality to understand what behaviors it takes to deliver high quality and high productivity. Then we train to those behaviors in order to maximize the performance of every agent. Every evaluation period we provide our agents, team leads and management team with Scorecards that show specific trends in quality and productivity and require every employee to create a performance plan for the next evaluation period.

Training (Six Sigma Step: Improve)
Our proprietary training is designed to maximize the performance of each individual employee. We use proven training techniques to develop and certify our agents on the knowledge, skills and behaviors which specifically correlate to the successful achievement of our clients’ KPMs. And we’re never satisfied.

We continuously strive to improve our best performance because we are committed to always exceeding our clients’ expectations.

Coaching (Six Sigma Step: Improve)
We recognize that we are only as good as our weakest link and individual employee development requires a strong management commitment. Our management team uses a proprietary C.O.A.C.H.ing model to facilitate and empower our agents to be responsible for their own performance. We allow our clients to monitor any agent at any time because we have confidence in our ability to deliver consistent, superior quality performance across the board.