C-Perform

C-Perform

C-perform has been designed with over 20 years experience in the contact centre industry in both BPO and Corporate environments and considers every aspect of Agent utilization. Everything is fully automated and immediately available to the management team.

C-Perform Agent Performance is a unique and powerful Contact Centre reporting tool that consolidates ALL your Agent performance information into ONE easy to use platform.

Key Features:

  • Menu driven series of dashboards for each area of performance
  • All dashboards are colour coded to easily identify anything that does not conform to a rule.
  • Built in Calendar to track workdays, public holidays and non-workdays.
  • Built in SQL Queries to automatically update the data every workday.
  • Basic workforce management to track schedule adherence.

****Defined shifts and breaks that can be scheduled per week and adjusted per day if needed.

  • Measures agent and team Occupancy and Efficiency.
  • Leave tracking (that can be integrated to the HR system as a customized project).
  • Role based secure access, so Supervisors can only view their Agents, Managers can only view their teams and Senior Manager and Administrator can view everything.
  • A Scorecard that measures each agent’s performance against predefined criteria and creates Agent and Team Performance Scores.

C-Peform Payroll is an optional add-on module for C-PERFORM Agent Performance that enables quick and easy payment of performance incentives. It does not run as a standalone module. It has been designed to automate the incentive payment process as far as possible to prevent manual input errors and to export a final payment file to Human Resources to be used for payroll.

Key Features:

  • Menu driven series of dashboards for each area of functionality
  • Payroll is colour coded to easily identify areas of good and poor performance
  • Automatically pulls through the performance scores from the scorecard in C-PERFORM Agent Performance
  • Incentive amounts are loaded into C-PERFORM Payroll
  • These can be per agent
  • Updated only once annually
  • Automatically calculates incentives earned based on Performance Score
  • Automatically calculates top performers per team, department and overall.
  • Ability to pay an additional bonus to the top performing Agents and Supervisors
  • Ability to do adjustments for overtime for time off in lieu of payment
  • Ability to pay any other incentives or to do claw backs for penalties
  • Ability to load budget values per department and compare total payroll against budgets
  • View and print final payroll figures for signoff
  • Export a .csv file to Human Resources to be imported into the Payroll system for easy payment

In today’s remote world, customers require businesses to be efficient and attend to queries without jumping through hoops or waiting for too long to be attended. We take away the endless questions you get asked when you contact a contact centre, such as your email address or having to confirm your telephone number. 

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