High attrition remains one of the toughest, and most costly, challenges for contact centers. According to ContactBabel, a 500-seat UK contact center is likely spending more than £2 million every year on attrition and absence. For a large US operation, that figure climbs to over $5 million lost annually.
That’s why Calabrio Performance Management goes far beyond software. It’s a holistic strategy for identifying and nurturing talent, boosting engagement, and driving consistently exceptional customer experiences. Our end-to-end solution empowers you to conquer your biggest challenges and create a lasting culture of performance.
One Connected Experience: From Insight to Action
Performance Management unites performance data, coaching, and development into a single, seamless experience for both agents and supervisors.
Inside My Calabrio: The Agent Experience Reimagined
Your growth, your goals, your performance – all in one place. The future looks bright for agents with My Calabrio, their personalized hub for performance insights, development, and career growth.
- Unified Schedule Management: Agents can manage their full schedule; calls, coaching sessions, and breaks, in one place. Request changes effortlessly and stay in sync.
- Coaching and Training: Coaching sessions are automatically scheduled based on needs and availability, ensuring development happens consistently without the admin hassle.
- Request Coaching: Agents can proactively request coaching sessions when they feel they need extra support or guidance, putting them in control of their development.
- 1:1s and Mini Goals: Agents will soon be able to stay on track with upcoming one-on-one sessions and bite-sized goals that make progress feel achievable and rewarding.
The Details That Make the Difference
- Performance Dashboard: A clear, personalized snapshot of Agents performance metrics, adherence, handle time, quality scores, and more, so Agents can monitor their trends and take informed action.
- Coaching Dashboard: Agents can see exactly what’s been discussed in their coaching sessions, what’s expected next, and how they’re progressing, all with full transparency.
For Supervisors: Lead with Clarity and Confidence
And it doesn’t stop there. Performance Management provides insights for the Supervisor, too! Your homepage delivers instant visibility into team performance, who’s excelling, who needs support, and where to focus right now. Dive into KPIs, track coaching activity, and analyze performance trends to recognize achievements, motivate your team, and drive continuous improvement.
- KPI Dashboard: One click gives you a complete view of your team’s performance. Quickly identify trends, outliers, and coaching opportunities to take swift, effective action.
- Custom Performance Paths: Design tailored development journeys for teams or groups based on KPIs and goals.
- Auto Coaching: Coming Soon! Automatically schedule sessions when performance triggers occur, ensuring timely feedback and reducing manual effort.
- Coaching Made Simple: Schedule and manage coaching sessions directly in the app, recurring or ad hoc. Set goals, define focus areas, and capture next steps without relying on spreadsheets or manual tracking.
- Coaching Effectiveness Dashboard: New releases don’t stop there! Soon, you will be able to close the loop by measuring how coaching impacts performance over time. See what’s working, what’s not, and continually refine your leadership approach for maximum impact.
Calabrio Performance Management isn’t just about data, it’s about people. With My Calabrio, every agent feels empowered to perform, grow, and thrive. And every supervisor gains the clarity and tools to lead with confidence. Together, you’ll build a workplace where performance and people flourish.
To find out more about Performance Management and My Calabrio, book a demo today!
