Deep visibility drives operational excellence
Through over a decade exceeding industry, client and agent satisfaction rates, KellyConnect has created a holistic quality monitoring approach that integrates with all key areas of the contact center.
Gain actionable insight
From operational process redesign to team culture transformation, KellyConnect's performance management tools help you understand, measure, equip, and empower your team with great focus and impact. Built on our expertise in performance management processes, measurement, feedback, and tooling. You'll get the ability to manage operations and react quickly to environmental changes - gathering robust analytics that deliver actionable insight along the way.
Performance management that actually performs
KellyConnect's performance management modules focus on key areas of your contact center to support KPI measurement and training improvement through actionable insights that help you make informed decisions for these key areas of your operation:
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 management and coaching
Diagnose and optimize your quality process to increase agent productivity and customer satisfaction.
Technologies, processes, and best practices to diagnose and quickly respond for consistent delivery of your goals.
Process improvement and corrective action
Implementation insights, planning and toolsets to get the data you need to act and deliver the results you want.
Increase your customer satisfaction by partnering with us to implement industry best practices that are tailored to your operations.
Shine a light on opportunity
As the old adage goes, you can't manage what you don't measure. By engaging KellyConnect's performance management module, call centers are able to benchmark average hold times, customer satisfaction scores, quality scores to paint a clear path ahead for optimization.
Some ways KellyConnect performance management has helped clients:
Consistently deliver positive interactions despite staff shortage and turnover challenges. Learn how KellyConnect’s workforce management insights can be a key difference maker for your operation. Reach out to learn more or call 800.Kelly.01.