We all know it costs more to acquire a new customer than to retain an existing one. This in mind, customer engagement processes and touch points including customer acquisition and ongoing care require maximum performance. At Convergent, our success has been predicated by identifying key performance indicators and measuring all aspects of individual interactions. We believe “What gets measured gets done”. Therefore, we have developed and deployed a performance management platform that is unrivaled in our industry.
CEScore is a proprietary performance management tool, powered by TouchPoint One & Acuity. Simply put, CEScore "operationalizes” culture, aligning behavior from the frontline specialists and management teams with the overall goals of our client-partners.
We collect and assimilate disparate systems data and apply role-based dashboards, intelligent workflows, analytics and game mechanics to establish organizational alignment. In short, our goals systematically mirror our client’s goals, leading to financial and operational performance.
We set metric goals for teams and agents that are weighted, based on what is important and drives performance for our clients. Metrics measured within CEScore could include but are not limited to the following: CSAT, One Call Resolution, Quality Assurance scores, sales rates, save rates, service level obtainment, schedule adherence, compliance, and more.
Metrics are continually measured, and feedback on team and individual agent performance is posted on all team member desktop monitors in near real-time. Agents are continually updated on their standing versus goals. Each agent CEScore is used to determine individual performance and compensation. Our clients viewCEScore as a difference maker and a tool that sets us apart from other providers.
CEScore enables Convergent to apply role-based dashboards, intelligent workflows, analytics and game mechanics to establish organizational alignment and measure all aspects of individual performance – all based on what’s important and drives performance for our clients.
CEScore incorporates the use of gamification to help improve a full range of key performance indicators relevant to our clients’ businesses, leading to:
Learn more about Gamification.
For more information on CEScore and other Convergent advantages, please Contact Us.