" Experience our difference .
You will adopt it easily . "

Performance management

We have developed a combined, flexible tool set which enables to measure our operational performance, as well as the customers’ satisfaction levels.

This tool, which can be easily adapted to suit every client’s needs, makes us a market leader in performance management. Key criteria as Net Promoter Score (NPS) and Customer Satisfaction Score (CSS) are default values in the tool set-up.


Performance diagram:

 

 

Quality approach

The quality of our operations is measured and continuously improved, using the following approach:

  • Call listening:  
    • Side-by-side by the supervisor and "on-site" by our customer
    • Recordings for "one-to-one" evaluation and evaluation by the customer
    • Real-time by local supervisor and remote by client
  • Client & Internal calibration sessions: compare scorings to meet expectations
  • Monthly test on staff knowledge (Quiz)
  • Individual improvement & knowledge development plan
  • 24h/day remote access for agent contact monitoring offers: 100% transparency on contact management
  • NPS scoring per individual agent
  • FTR scoring per individual agent
  • Follow-up on individual conversion-rates
  • Benchmarks with European ‘best of breed’ contact centers

 

CBis.com offers each  agent  an individual Quality Incentive-plan.
This incentive-plan is always a combination of group performance
and individual performance.