Agent Performance Management
Boost Agent Productivity and Engagement with Real-Time Performance Monitoring
With Perch Insights, contact center leaders can monitor agent performance in real time, coach smarter, and drive measurable improvements across all their 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
Reactive Call Centers Struggle to Keep Up – Here’s Why
Call center operations are overwhelmed by:
👎 Inefficient staffing
Overstaffing wastes budget; understaffing destroys CSAT
📞 Poor demand forecasting
Spikes in volume cause long wait times and SLA breaches
📉 Inconsistent CX
No data-backed way to tailor service levels
❌ High churn rates
No early warning system to keep at-risk customers
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 instead of proactive
- No Real-Time Visibility – You can’t fix what you can’t see
- Agent Disengagement – Generic feedback doesn’t motivate or guide, leading to frustration and little growth
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“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:
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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
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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.
Improve Productivity, Morale, and CX
Why performance monitoring isn’t just about oversight, it’s also about empowering your agents and setting them up for success.
📚 Smarter Coaching
Pinpoint training needs fast, track progress, and personalize development
🎉 More Engagement
Celebrate wins and close performance gaps in the moment
📈 Better Outcomes
Directly link coaching to resolution rates, satisfaction scores, and revenue
📊 Scalable Oversight
Manage teams of 5 or 500 with clarity and confidence
“1% improvement in First Contact Resolution (FCR) = $286,000 in annual operational savings.” — SQM
