Contact Centre
Situation
A contact centre for a leading Australian Telecommunications carrier employs 120 sales people in Adelaide. Sales performance to target is calculated monthly using an Access database and Excel worksheets.
The centre needed a process for:
- running the commission calculations each month
- calculating year to date performance for incentive club league ladders
- calculating year to date performance for ongoing performance reporting (as a coaching tool for team leaders)
Solution
An automated process for calculating commissions each month and generating reconciliation statements and a payroll file
an intuitive interface for all staff displaying their commission and performance dashboards, league ladders, commission statements and ranking reports
Centre Manager access to executive dashboards and all data across the centre
Team Leader access to all consultant dashboards and reports as well as their own reporting and incentives
Results
The requirements were scoped and the system deployed for user acceptance testing within three weeks. Further requirements were identified as well as some system issues. These were developed and resolved within a fortnight with the system ready for go live. The sales staff at the contact centre love the intuitive PerformanceCentre web interface. It provides a timely and accurate view of performance and reward. It is the single source of truth for all incentives and commissions within the contact centre.
“PerformanceCentre have been great. They worked effectively to understand our requirements and had the site up and running within a week for review and testing. This would have to have been the easiest implementation I have been involved with” – IT Systems Manager.
Contact Centre case study #2
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The merger of two businesses required the merger of their contact centres in 2010. Sales incentives and commissions became complex and time consuming. Furthermore, the new operations team wanted to have oversight of the whole process which wasn’t possible whilst excel spreadsheets were being used. Most importantly, they wanted to drive sales performance with a strong focus on customer aquisition and retention. continued
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