AgentBalance now part of 2Ring’s product offering for North America
What is the KPI Tracker
We have just released a new major version of the AgentBalance Suite that now includes the long-awaited and customer requested module called KPI Tracker. This latest add-on allows customers to monitor not only psychometric data about their customer services or retail employees but as of today, our solution integrates also any performance-based parameters.
By measuring “how people feel” and “how they perform” – in other words, by combining psychometric data with performance indicators managers are provided with an unmatched view of their employees and teams.
Analyzed scenarios
Very often, psychometry tells us a lot about the employees’ level of motivation and ability to reach good performance. So, it only makes sense to correlate these two data sources together. Such analysis enables a better understanding of employees which is crucial in many important company-wide scenarios that can be understood as a simple matrix:
- The employee is a great performer and shows balanced AgentBalance psychometric results. It is important to maintain great performers in a great mental condition in order to assign them extra tasks, stimulate their growth and make sure they stay productive and satisfied for as long as possible. These employees form the most important part of any team which they ultimately push forward in terms of both, performance and good team spirit.
- A great performer with dropping psychometric results. A great performer might turn into an underdog and be exhausted easily, if not given a significant chance to replenish their mental energy, grow professionally and adjust the work schedule to their needs. Of course, these are only a few examples of actions that make sense to be taken if you recognize that a great performing employee is going down in mental energy, job fulfillment, and even loyalty.
- A below-average performer with balanced psychometric results. Most of the time, these are junior employees without many exhausting shifts behind them. In such a scenario, this is the perfect time to invest resources not only into the training of hard skills but also into coaching and mentoring, in order to help the employee reach expected results (and bonuses). Of course, the most important part of the managers’ tasks is to make sure that mediocre results do not affect the employee’s mental condition in a negative way but rather use the unsatisfactory results as a challenge to deal with – in a situation, where an employee shows a great deal of mental energy and job fulfillment this is only a matter of mutual engagement.
- What remains, is an employee with low performance and low results in psychometry-based parameters. In a case of a senior employee, this is the critical situation that might end up with the employee leaving the company – voluntarily, because of a total lack of motivation and mental energy, or due to the employee becoming redundant based on low performance. The tricky part is to distinguish the dominant implication in the relationship between performance and mental condition. Both available options are valid, and most of the time, there is a both ways relation, as the employee might simply be exhausted, thus provide low performance or vice versa – low performance and inability to reach a satisfying bonus might negatively influence the mental condition of the employee
Measuring individuals and teams
All AgentBalance data is available on an individual level which improves the understanding of the employee and allows for a more meaningful dialogue between employees and managers. Moving one level higher, team-based data are especially useful for correlations of team-based managerial actions, such as changes in the remuneration structure, marketing and sales campaigns and employee re-assignments.
Ready for partners and customers, ready for integrations
With the KPI Tracker module already running in live customer environments, our business and technological partners, as well as all our customers, can immediately start using this feature to provide their managers with an unmatched flexibility in leadership and understanding their own teams and individual employees. Furthermore, by combining data from the AgentBalance CORE (analysis of Mental Energy, Job Fulfillment and Loyalty Index), A/V Testing (customizable campaign-like topics based on an individual customer’s environment and needs) and KPI Tracker, customer services providers can finally, in real time, put into perspective data from departments that influence the overall effectivity and operations of the whole company: Customer services, Sales, Marketing, HR and back office.
As of today, KPI-based data are imported on a monthly basis through a very simple procedure. We are ready to offer tailor-made two-way integrations with common contact center and CRM platforms.
In conclusion, the KPI Tracker module is a tool aimed at observing the AgentBalance psychometric data together with any company-specific performance indicators. By implementing the KPI Tracker, we have made another major step towards ultimately monitoring and modeling the employees’ professional lifecycle. In the upcoming releases, we will implement additional viable data sources that will provide the even deeper understanding of employees and will allow not only observations of static data but will introduce means of predicting turnover and performance.
Václav Martin, CEO AgentBalance
Related posts
