Globitel is pleased to announce the release of version 3.0 of its Performance Management Platform (PMP). This latest version update is loaded with new features, productivity and UI enhancements.
Globitel’s (PMP) provides complete and centralized real time monitoring on all levels in a call center, starting from agents to the top management. Through a single interface, system users can view all their performance KPI’s such as productivity, quality assessment, schedule adherence, evaluations and incentives, in addition to comparisons between teams and agents via flexible and dynamic measurement tools, speedometers, target-arrows, happy and sad faces symbols …etc.
The V.3 update marks as the most significant update to the PMP since its first launched, with a new look and feel interface to increase the ease of use of the platform for its users, new features have been developed in order to improve the PMP solution, some of those features are
- Arabic UI: the new platform design doesn’t only include a new look interface but also Arabic language can be set as the main language for the PMP interface.
- Team Performance reporting Tool: a tool that generates performance reports which displays a grid that shows the average scores of each KPI the Manager’s team accumulated during a selected date and time interval. For each KPI, managers will view the achieved score and can compare it directly to the target, the average achieved score by other teams, and the average achieved scores by other organizations.
- Dashboard per user: Selected managers can create dashboards that display high-level call center performance measures through a dynamic and friendly interface that presents data in different types.
- Recognition logs: Define “Recognition Logs”, which can be used to reward agents and supervisors. The administrator will define each action and the rewarding points for it.
- Training logs: Managers can log training courses for his/her directs and select the KPI’s that should be affected by the training course. Accordingly, when an agent performance for a selected KPI is shown, an indicator displaying when a training course related to the KPI was given, to monitor performance before and after the training.
- Supervisor Task manager: Managers use this page to view completed tasks by supervisors on daily basis.
These are just some of the features added in the new release. Other enhancements include a more detailed agent, team and organization comparison capabilities and appraisal forms to increase the competition between agents.