How do we monitor performance?
We can work on customizing a performance monitoring tool for your VAs. Examples are:
- The average handling time (AHT) that they must follow when on calls and
- Deals that they should close on a daily basis. We can design the tools based on the numbers that your current agents are at in terms of AHT and sales quota.
In addition, we can recommend a screen monitoring tool and a project management tool like Trello or Basecamp. We can definitely walk you through this process.
On top of these is our incredible training team that is willing to closely monitor your VA’s performance and progress to satisfy deliverables. There are individual POCs from both the Training Team and Client Services Team who have assigned VAs to look after. They stand as their supervisors for coaching, announcements and performance related meetings.
Our company has a system for attendance and productivity monitoring that has worked through the years. We can show them to you and briefly explain how each works. We use either Time Clock Wizard or ScreenMeter. We also have End-Of-Day reports that you receive in your email daily. We have Point-of-Contact (POC) monitoring, Skype bundy clock, and Skype team chat rooms as well.
