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Service Performance Management

What is Service Performance Management?

Service Performance Management is the discipline of marrying performance data with business improvement processes to drive a superior customer experience and build customer loyalty. It is commonly applied in call centers, field service organizations and back office functions.

There are many impediments to making Service Performance Management successful. These include data integration challenges, complex and fluctuating organizational hierarchies, and inability to execute on information. Service Performance Management solutions readily address these challenges by enabling service operations to generate accurate performance metrics, compare them to dynamic and relevant goals, and then leverage this information for improvement the customer can recognize. This includes better frontline agent knowledge and impact, and processes that align with customer-facing goals.

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How can Service Performance Management improve your service organization?

Service Performance Management helps organizations uncover and fix performance shortcomings that are felt by the end customer. Service Performance Management initiatives deliver high ROI and generate a typical time-to-pay-back of 6 months.

Example customer results include:

  • 20% increase in first-contact resolution, leading to CSAT and cost reduction benefits
  • 8% cost reduction via improved contact efficiency
  • Significant improvement in customer satisfaction
Many large service organizations are unable to effectively and efficiently realize this level of improvement because their critical initiatives (such as First Contact Resolution or Performance Coaching) require a level of data accuracy and organizational alignment that is hard to achieve.
Service Performance Management plays a key role in executing effective improvement campaigns that build real customer loyalty and lifetime value. 		Service Management

These results are achieved by taking advantage of four major opportunities:

1. Increased Front Line Employee Productivity and Revenue Generation

Driven by:

  • Increased self-correction through frequent viewing of performance data
  • Increased coaching time and effectiveness of supervisors
  • Retention of staff as a result of transparent objectives and improved supervisory management
  • Increased sharing of best practices from top employees

2. Increased Supervisor Effectiveness and Efficiency

Driven by:

  • Reduction in administrative activities, such as data gathering for coaching or performance appraisals
  • More efficient and impactful employee coaching due to availability of data about individual performance, historical coaching and training context
  • Availability of meaningful agent-level performance data by contact reason and on hard-to-calculate metrics such as First Contact Resolution
  • Manager and director transparency into supervisor performance and effectiveness

3. Improved Analyst Performance

Driven by:

  • Substantial time savings due to automated data integration and cleansing
  • Business-driving insight resulting from focus on analytic tasks vs. repetitive report generating tasks
  • Improved strategic decision making process stemming from - "one version of the truth"
  • Identification of and focus on true business drivers and metrics rather than easy to access data

4. Greater Executive Impact

Driven by:

  • Ability to execute on compensation plan changes at the speed of business
  • More fact-based, data-driven decisions from sales analytics
  • Performance-based environment without subjectivity or perception of management bias; a culture of accountability
  • Transparency into performance of the business, across all roles and departments

Service Management

How are Merced Systems’ Service Performance Management Solutions Different?

  • Best-in-class Frontline Performance Management — Merced’s offerings for individualized performance and goals calculations are unmatched in their sophistication and feature set for maintaining data accuracy in a changing environment.
  • Multifunctional — Merced Systems offers the only solutions focused on meeting the needs of all Service functions in the enterprise, including call center, field service, branch or store, and back office.
  • Action-oriented — Merced Systems offers the most powerful capabilities for driving real frontline behavior change for quality, coaching rewards and incentives with its family of applications.
  • Domain specific — Merced Systems' software delivers an unrivaled depth of prebuilt content and domain-calculations, such as First Contact Resolution and customer journey measurement.
  • Scalable — Proven in the largest, most complex operations, Merced Systems’ Service Performance Management applications are designed to meet the needs of the most complex and demanding operations. With support for all major platforms and relational databases, Merced Performance Suite can meet a customer's current and future needs.
   

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