Agent Performance Management
Boost Agent Productivity and Engagement with Real-Time Performance Monitoring
Your frontline team defines the customer experience.
With Perch Insights, contact center leaders can monitor agent performance in real time, coach smarter, and drive measurable improvements across KPIs—from CSAT to AHT.
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Live dashboards and automated coaching prompts
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Real-time insights tied to business outcomes
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Proven improvements in agent engagement and retention
Turning Data Into Performance
Agent Performance Management isn’t just about tracking calls—it’s about building better agents.
Perch Insights transforms raw data into personalized performance insights that drive real outcomes.
With Perch, you can:
- 🎯 Track KPIs like AHT, FCR, adherence, CSAT, and more
- 🤖 Deliver coaching in real time using AI-powered prompts
- 🏆 Recognize top performers and lift low performers with data
Why Traditional Performance Reviews Fall Short
Old-school performance management leaves too much to chance.
🔍 Siloed Systems – Fragmented tools mean incomplete agent profiles
📉 Inconsistent Coaching – Lacking structure, feedback becomes reactive
👀 No Real-Time Visibility – You can’t fix what you can’t see
😓 Agent Disengagement – Generic feedback doesn’t motivate or guide
💡 “Up to 40% of call center fail points are due to agent-related errors.” — SQM Group
Real-Time Tools for Real-Time Coaching
Perch Insights gives supervisors and QA teams the visibility and automation needed to:
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Monitor Live Dashboards
View agent performance across locations, shifts, and metrics
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Trigger Coaching Alerts
Get notified when KPIs drop or behaviors deviate
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Leverage AI Coaching Prompts
Highlight areas of opportunity during calls
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Standardize Feedback with Scorecards
No more guesswork or manual evaluations
“61% of agents want better training and development. Perch helps deliver it—at scale.”
Performance Monitoring in Action
Here’s how Perch empowers every role in your contact center:
Case Study: A global BPO used Perch to increase CSAT by 12% and reduce agent churn by 18% through real-time coaching and performance workflows.
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Team Leaders
Prioritize coaching moments with predictive alerts and dynamic dashboards
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QA Managers
Automate evaluations and zero in on impactful feedback
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CX Executives
Link agent behavior to CSAT, NPS, and retention outcomes
Improve Productivity, Morale, and CX
Why performance management isn’t just about oversight—it’s about empowerment.
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Smarter Coaching
Pinpoint training needs fast, track progress, and personalize development
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More Engagement
Celebrate wins and close performance gaps in the moment
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Better Outcomes
Directly link coaching to resolution rates, satisfaction scores, and revenue
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Scalable Oversight
Manage teams of 5 or 500 with clarity and confidence
Optimize Agent Performance Today 🚀
Perch Insights empowers you to lead agents with confidence.
Perch Insights gives you everything you need to boost agent performance—from real-time feedback to predictive insights.
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“1% improvement in First Contact Resolution (FCR) = $286,000 in annual operational savings.”— SQM
