Performance Management Solutions for Contact Centers

Shine a light on opportunity.

KellyConnect’s performance management modules focus on the key areas of your contact center to support measurement and training improvement. With actionable insights in hand, a KellyConnect Solutions Specialist will help you make informed decisions for key areas of your operation, including:

Employee engagement
Quality assurance management and coaching
Operational leadership
Process improvement and corrective action
Customer satisfaction

Out-perform your goals with KellyConnect.

Agent engagement

Define, establish, and maintain a healthy and engaging culture, specific to your call center. Map your culture to your strengths and goals to increase agent engagement and performance.

Quality assurance

Diagnose and optimize your quality process to increase agent productivity and customer satisfaction. We'll help you manage your QA process, while coaching leaders for success in the future.

Operational leadership

We'll match your team with the right technology, processes, and best practices to diagnose and quickly respond for the consistent delivery of your goals.

Access real-time data for long-term benefit.

From operational process redesign to team culture transformation, KellyConnect’s performance management tools help you equip, measure and empower your team to create impact.

You’ll gain the ability to manage operations and react quickly to environmental changes - gathering robust analytics that deliver actionable insight along the way.

KellyConnect’s performance management protocols have helped contact centers…

Maintain up to a 2-7% lead on competitor CSAT scores
Reduce wait times by up to 2.5 minutes
Improve call quality ratings by as much as 8%

NEWS & INSIGHTS

Cut the Spoke: The Case for Going Full WAHA

Now is the time for call centers to ‘cut the spoke’ and adopt a work-at-home-agent model to attract and retain talent, achieve higher levels of cultural immersion and employee satisfaction, drive profitability, and diversify their workforce.

Elevate your contact center.

KellyConnect has a proven record of creating customized contact center outsourcing solutions that feature the market’s best talent and technology.

Contact us at 800.Kelly.01 to engage with a KellyConnect sales representative, or fill out the form to start the conversation

Performance Management

You can’t manage what you don’t measure. Gain deep visibility of your team’s KPIs for a clear path to optimization.