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ContactPoint is a fully integrated single-platform end-to-end WFO (Workforce Optimization) solution that was designed from the bottom up on one platform and whose modules address the functional areas surrounding: Quality Management, Workforce Management, eLearning/Agent Training, and Performance Management. ContactPoint has been designed to take the concept of quality to an entirely new level, delivering nothing less than total agent performance optimization. The key to ContactPoint’s success is its unique Competency Model? that runs throughout the eight product modules ensuring a powerful and unified approach that marks the beginning of a new era in Workforce Optimization.
The ContactPoint product suite consists of:
- Recruiter – Complete talent acquisition application
- Profiler – Central data management portal
- Assessor – ContactPoint’s answer to QM with leading recording solution
- Trainer – Full featured SCORM compliant learning management solution
- Forecaster – Accurate forecasting engine
- Scheduler – Advanced scheduling solution
- Monitor – Real-time adherence manager
- Performance Center – Configurable reporting and modeling facility
ContactPoint™ is the only product in the marketplace that focuses its application specifically at the contact center agent. This is especially important because many Contact Centers have very high turnover rates which negatively effect customer satisfaction levels and the company’s bottom line. A report by Harvard Business Review concluded that 80% of the time if an agent didn’t work out for whatever reason, it was the wrong hire in the first place. Then if you consider that 70% of a Contact Center’s costs are related to personnel, it becomes very important to consider tools like ContactPoint to improve the process.
The ContactPoint approach to Workforce Optimization is similar to that of CRM (Customer Relationship Management). However, instead of looking outwards at customers, as in CRM, ContactPoint looks inwards at employees, specifically agents working in Contact Centers. Our goal through “Workforce Optimization” is to optimize the effectiveness of your employees. There are three components to this. The first is “Workforce Development” which includes the ContactPoint Competency Model that focuses on optimizing the lifecycle of the agent. It begins with profiling, hiring and retaining the best agents; assessing them fairly and consistently; and, motivating them to exceed with the right blend of training, coaching and incentives.
The second component “Workforce Management,” involves optimizing the daily operations of your Contact Center. ContactPoint will assist you in effectively forecasting expected call volumes so managers can schedule the right number of agents at the right time and with the right skill sets in one or multiple centers. It also integrates with your existing systems so your managers can track important statistics (KPIs) like the volume of calls, where they originate, hold times, abandonment rates, dropped calls, average call times, etc. so they can make appropriate adjustments. From the beginning of the recruitment process, through selection and employment, induction training, ongoing performance assessments, maintenance and development training, career path planning, shift and scheduling preferences, swap out facilitation, merit and incentive rewards, through to termination, ContactPoint provides the facility to manage and support the full employee life cycle. The result is an empowered competent workforce unleashing the full potential of your contact center.
The final component “Performance Management” is unique in that it is woven throughout the entire fabric of what ContactPoint delivers – optimized performance. With the ContactPoint Performance Center™, you can build a model that will enable you to create and track those KPI’s that are important to efficiently running your business. Then if you spot an issue, you can react immediately by accessing an up to the minute dashboard that has the capability of drilling down through regions, centers, groups and agents until you find out exactly where the problem lies. The ContactPoint Competency Model is the golden thread running throughout the Performance Center. It distances ContactPoint from all our competitors. And it can add real value to your contact center as it has for companies like Fidelity, eTrade, Franklin Templeton, US Bank, and Verizon.
Unique Product and Solutions:
Currently most of the software being used are independent software’s for training , performance monitoring , scheduling , etc . No single integrated application is available like Contact Point. Moreover there is a great opportunity in offering services of Integration and optimization towards the existing software applications. Recruitment domain is totally virgin and there is no player in this area and this is a great pain area for most of the organizations . We have initial success in Recruitment , Training modules followed by Performance /Quality module . Local BPO ‘s have a great scope in implementing the whole solution.
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