"A fundamental belief that the quality of our front line sales and service operation would differentiate us from our competitors led us to invest in Performix. The market share gains we've experienced prove we were right, while the business efficiency improvements delivered by the system – reduced costs and increased productivity – have dramatically improved our bottom line."

Eoin Dunne
Head of Telesales & Services Centre

 Maintaining and growing market share for eircom
Leading Irish telecommunications provider, eircom, says its success in maintaining and growing market share in a competitive post-deregulation marketplace results from a wholehearted focus on employee performance management. Since introducing Performix to its 180-seat Dublin contact centre, eircom has increased revenues and lowered operating costs, leading to sustained ROI and increased revenue. 

"A fundamental belief that the quality of our front line sales and service operation would differentiate us from our competitors led us to invest in Performix. The market share gains we've experienced prove we were right, while the business efficiency improvements delivered by the system – reduced costs and increased productivity – have dramatically improved our bottom line," says Eoin Dunne, Head of Telesales & Services Centre for eircom.

Client achievements
• 7% increase in revenues
• 10% increase in productivity
• 9% decrease in operating costs and 10% decrease in staff costs
• 9% increase in contact centre call quality
• ROI in under six months

"Agents know exactly how much bonus they will earn each quarter, as Performix drives our performance related pay scheme. It's a great motivator for our people."

Making it happen
eircom always knew that employee performance management was critical to its success; finding a way to do it was the challenge. Performix appeared as a tried and tested solution that's gone on to be a winner for their business and its employees.  "Performix has not only met our needs; it has delivered huge benefits that far exceed our initial expectations," explains Dunne.

A single view of performance
Performix delivered a consistency and clarity to the management of its business that eircom had previously found impossible to achieve. It integrates data from eircom's existing measurement systems to provide a complete picture of performance across the entire business.

According to Dunne, "Performix gives a single and dynamic picture of performance – all day, every day I know exactly how we're doing, can diagnose problems and manage for improvement in a way not possible before."

A focus on coaching
The role of team leaders within eircom's telesales and service centre has been transformed.  Employed to coach and develop front line employees, they actually spent 50% of their time carrying out administrative duties. Because administration is now automated, they can fulfill their true objectives.

"Performix allowed us to achieve our target of having team leaders spend 70 to 80% of their time coaching – it's had a dramatic impact on our performance," comments Dunne.

Transparency, objectivity & ownership
Performix aligns employee targets with eircom's critical business objectives, transforming lofty corporate goals into understandable activities for employees.  It provides daily online performance results to every employee – results that are objective, transparent and accepted by all. As Dunne explains, "Our employees know every day, week and month whether they're exceeding or missing their targets. Because they can verify and check results daily, we've driven ownership of performance down to each individual."

Motivation through reward
Performix drives eircom's bonus calculations and payments, creating a strong and visible link for employees between their performance each day and its impact on their pocket. "Agents know exactly how much bonus they will earn each quarter, as Performix drives our performance-related pay scheme. It's a great motivator for our people," Explains Dunne.

The business benefits delivered by Performix allowed eircom to achieve ROI on their investment within six months of implementation.

"Performix has not only met our needs; it has delivered huge benefits that far exceed our initial expectations."