It is well known that monitoring operations based on “Activity and Results” KPI’s is essential for any Call Center or Telemarketing team. In the end, choosing those vital metrics and monitoring them, is what makes them succeed or not.
Some time ago, this important procedure was done poorly with a delay in showing reports, sometimes waiting weeks or even months. Nowadays the cutting edge call centers can monitor their key metrics in real time, allowing faster interaction and instant feedback. This finally streamlines their operations and improves the motivation of the people involved.
A variety of leaderboards and reporting solutions are available in the market, but the ones that actually work are the ones able to show instant updates automatically. Usually they are directly connected to the original data sources: such as CRM Systems, Data Warehouses, Sales Datamarts, Phone Systems, etc.
Non-real time solutions
There are also some solutions (even with a fancy front end) that require in-between files such as Excel spreadsheets or .txt files. We call that type of technology: a “non-real time” solution.
These types of tools are usually much easier to configure and they can start operating in a matter of minutes, however there are some important disadvantages:
1) Someone is required to manually update the Excel/txt files, increasing the risk of mistakes or errors that may lead to unwanted actions… What happen if that person has a day-off at work?
2) It represents an additional non insignificant cost. Let’s suppose the person needs 15 minutes 4 times a day to upload this data. He will be wasting 1 productive hour a day in this particular task. Considering an average cost/time of $30 an hour per person….in a month the investment will be $600, which means $7.200 by year.
3) In Call Centers and Telemarketing, the operations are so intense that measuring the streamline of the business must be done more often. If we use a Monitor/Leaderboard system updated by hand, an employee would have to do this tedious task at least 8 to 10 times a day resulting in personal fatigue and discouragement.
4) Tracking live scores make people feel more excited, no instant feedback is possible using Excel files. We prefer to celebrate specific outstanding actions (or results) at the same moment they occur.
For instance if someone calls 50 clients in a week or closes a $50k deal, a REAL TIME solution catches the event and shares the action with everybody at the same moment the person accomplishes the goal.
There is a huge difference between having that information LIVE, than waiting 24 hours until the data can be refreshed by someone editing an Excel file. Something similar happens if someone wins 2 or 3 positions in a leaderboard or if someone climbs to the 1st position. People want to see the changes in the metrics and in the leaderboard immediately, right at the moment it happens.
Leaderboard/Reporting Solutions help companies to track KPI’s and make them visible for everybody. They also aid companies to design tournaments and contests among their people invoking an intense sense of competition and self-improvement.
But… which group of Reporting/Leaderboard solutions is less risky and cheaper? Which one represents a more powerful solution to motivate teams?
Those that, even being easier to deploy, require in-between files updated by people? Or those that take the data directly from the source showing it clearly to anyone in the office?