Next Best Action System Agent Performance Index
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Solution Overview
Problem
Existing systems fail to effectively identify and prioritize offers for call agents to pitch to customers and measure personnel performance in call center organizations, lacking efficient methods to determine and improve performance metrics.
Innovation Solution
The Next Best Action (NBA) management system calculates an Inbound Campaign Agent Performance Index (ICAPI) by combining usage-oriented and sales-oriented key performance indicators (KPIs), using a weighted portion of both to determine priority scores for offers and display performance metrics to agents, enhancing offer prioritization and agent performance evaluation.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If traditional customer segmentation and product selection methods are used, then organizations can identify products to pitch, but they fail to effectively prioritize offers and measure personnel performance
Solution Approach 1:
The patent transforms qualitative performance assessments into quantitative measurements by defining specific KPIs (call volume, sales targets, customer satisfaction scores) and calculating composite performance indices. This parameter transformation enables objective agent performance ranking and identification of top performers for incentive programs.
Solution Approach 2:
The system introduces an intermediary analytics platform that bridges the gap between raw call center operations and performance evaluation. This intermediary layer collects data from multiple sources, processes it through standardized metrics, and delivers actionable performance insights to managers and agents.
2Ease of operation
If organizations communicate product information to segmented customers, then customer reach is achieved, but effective ways to identify and improve personnel performance are lacking
Solution Approach 1:
The system enables agents to self-assess their performance through automated dashboard displays showing their KPIs and rankings. Agents can independently view their metrics without requiring manual supervisor intervention, allowing them to self-identify areas for improvement and track their own progress over time.
Solution Approach 2:
The patent implements continuous feedback loops where agent performance data is collected, analyzed, and returned to agents in real-time or near-real-time. This feedback mechanism allows agents to understand their performance relative to targets and peers, motivating them to improve their results through the incentive program.
3Measurement precision
If multiple KPIs are tracked for agent performance, then comprehensive performance data is collected, but calculating and displaying performance analytics becomes complex
Solution Approach 1:
The patent combines multiple individual KPIs into a unified composite performance index that ranks agents overall. By merging sales volume, call volume, and customer satisfaction metrics into a single composite score, the system simplifies the presentation of performance data while maintaining the precision of individual metric measurements.
Solution Approach 2:
The system segments performance analytics into hierarchical levels: individual KPIs (call volume, sales targets), category-level metrics (usage-oriented and sales-oriented groups), and composite overall performance indices. This segmentation allows managers to drill down from high-level summaries to detailed component analysis as needed.
Data Source
AI summary
The Next Best Action (NBA) management system and method is a real time decision solution usable in multiple industries, including Telco industry. The NBA system identify offers for call agents to pitch to customers, calculate and allow call center organizations and agents to view performance analytics, including an Inbound Campaign Agent Performance Index (ICAPI) for each agent. The NBA system uses usage oriented key performance indicators (KPIs) and sales oriented KPIs to add a weighted portion of the usage oriented KPIs and the sales oriented KPIs to calculate the ICAPI for each agent.