Business Process Outsourcing
Newwe enables an efficient high performance workforce
Overview
Improves organization’s retention rate and creates happier and motivated employee's. Newwe for BPO is of extreme importance as it helps the Organizations to have a fair and meaningful review system to enhance the employee retention. A good review and recognition mechanism are the biggest rewards to satisfy the worthy employee's and to retain them in the Organization for a longer time.
Key Challenges
Managing Continuous Monitoring – a big overhead
Currently the Business Process Outsourcing industry is facing a big challenge of continuously monitoring Agent/Recruiter/Trainer performances thereafter rating and rewarding them based on their performance.
Defining Clear Objectives and Expectations
Developing Agent/Recruiter/Trainer Objectives and setting expectations and clearly defined criteria to rate their tasks is a challenge. Newwe takes the user away from the ambiguity seen in current performance review systems.
Role Based KRAs
In the current performance review systems, there is no process for auto assignment of KRAs which are role based, process based, or life stage based. Newwe enables auto assignment of Role based KRAs.
Newwe Solution
Improved Customer Service quality
Newwe helps in continuous employee evaluation based on certain pre-defined metrics leading to point-in-time review. This enhances employee motivation and productivity resulting in better customer service quality.
Enhanced Employee Engagement
Along with task measurement, Newwe also measures additional contributions and activities being done by employee's, thus improving employee engagement, productivity, and motivation. The built-in feature of Gamification enhances employee satisfaction and improves their motivation level which thereby creates an engaged workforce.
Auto Assignment of KRA’s
Newwe provides the auto assignment of KRAs based on the different Life Stages of the agents. It also measures KRA based performance of Recruiters and Trainers by measuring the effectiveness of the hired agents and trainings provided by them.
Mobile Enabled
Team members can update status from a smartphone application, without the need for a computer. So Newwe helps BPOs to save time, increase the productivity of resources, and brings transparency in review process.
Automated Emailing Appraisal Letters
Newwe has an automated feature of emailing annual review letters to employee's. Since in the Business Process Outsourcing industry the number of agents and employee's is big therefore a manual process of sending review letters is very tedious. Newwe eases this process by providing an automated emailing system for sending review letters to employee's. Also, the compensation module in Newwe helps to distribute bonuses among the employee's based on their performance.
Natural Language Support
Newwe uses Natural language Support (NLP) and other Machine learning (ML) techniques to gather the tone of discussion between Agents and Supervisors / Managers and provides highlights and red flags of their discussion to the NLP admin.
