The Spark Performance Management System
The Spark Performance Management System ensures that all of our contact center agents remain professional, productive, efficient, and quality-conscious at all times.
It starts with keeping the Supervisor-to-agent and Quality Analyst-to-agent ratios low. At 1:10 and 1:25, respectively, all our Supervisors and Quality Analysts are able to spend sufficient time with each agent to conduct one-on-one performance feedback sessions, goal-setting and follow-through.
Each Supervisor is required to have at least one formal coaching session with each agent once a week. In these sessions, Supervisors and Quality Analysts typically let agents listen to their own recorded transactions, as well as “gold standard” transactions from other agents. Additionally, Supervisors and Quality Analysts provide objective and specific coaching points. Operations Managers also routinely sit-in and observe coaching sessions to ensure that our Supervisors are giving their agents consistent, objective and constructive feedback.
All coaching sessions are documented and stored in a database and are, in fact, audited by our Operations Managers to ensure that each supervisor, agent, and team get timely and sufficient feedback to enable them to maintain the desired performance standards.