Globitel Performance Management System (PMP)

Globitel's PMP is a software solution designed to empower contact centers with real-time insights into agent performance. By integrating data from various sources like ACD, QMS, WFM, and e-learning systems, the platform provides a centralized view of key performance indicators (KPIs). One of its standout features is the dynamic KPI definition, allowing businesses to tailor KPIs to their specific needs and industry requirements. This flexibility ensures that performance measurement accurately reflects the unique goals and objectives of each contact center. The platform also excels in data collection and aggregation, enabling it to calculate KPI scores based on data from multiple sources. This comprehensive data analysis provides valuable insights into agent performance trends and identifies areas for improvement. Furthermore, the PMP incorporates a hierarchy-based performance tracking system, allowing managers to monitor performance across different levels within the contact center, from individual agents to team leaders and supervisors. This holistic view facilitates a deeper understanding of performance bottlenecks and enables targeted interventions to enhance overall performance. To incentivize high performance, the platform includes a robust incentive management system.