Proposing and Validating Recommendations to Improve Agent Performance Monitoring and Feedback Systems in Customer Service Operations

Abstract

In this thesis, the performance monitoring and feedback system of the agents in Concentrix Operations, Gurgaon, was analyzed with the view of proposing and validating recommendations to enhance service quality and the performance evaluation of employees. The research identified the main flaws in the existing system such as manual processing of complaints, the inability to have a standardized performance evaluation framework. These problems had lead to lack of consistency in the assessment, decreased transparency and decreased motivation of the employees. This thesis is based on an applied research approach and qualitative data were analyzed using interviews with stakeholders and the analysis of internal working processes. The research stages included Current State Analysis, Conceptual Framework, Solution development and validation. To facilitate the development of the solutions, the relevant literature on the Key Performance Indicators (KPIs), performance management systems and the quality of the services was explored. The outcome of this thesis is a validated proposal for a standardised KPI-based performance monitoring and feedback framework that helps improve transparency, fairness and consistency in the agent evaluation. It provides the company a practical model for enhancing service quality in customer service operation.