Global support performance evaluation system

An automated system for evaluating support team performance, tracking KPIs, delivering real-time statistics for 40+ projects worldwide

PROQ

  • CHALLENGE

    There was no centralized platform for quality assessment. All evaluations were done manually, without a unified scale, and with limited access to statistics. It was necessary to implement a flexible role model, cover different work areas (calls, chats, emails), support multi-channel localization, and provide functionality for appeals, audits, and training.

  • Client Deliverables

    • [Web application]
    • [Admin panel]
    • [User manual]
    • [Evaluation form builder with scales]
    • [Evaluation, audit, and appeal modules]
    • [Statistics and data export module]
    • [Training module]
    • [Localized interface (RU/EN/FR)]
  • Development technologies

    • Backend
      • [Python]
      • [Django]
      • [PostgreSQL]
  • Market areas

    • [Customer Support]
    • [B2B SaaS]
    • [HR Tech]
    • [Internal Operations]
    • [QA Automation]
  • TIME FRAME FOR CREATING THE SAME PRODUCT

    • MVP

      3 months

    • Full product

      1 year

OUR APPROACH

"We started by identifying the requirements for evaluating employee performance globally. We built a scalable system supporting multiple roles, projects, and evaluation directions. A flexible role-based access control model was developed to ensure users interact only with relevant data.

The key activity in the system is filling out assessment forms to evaluate the quality of support employees. Therefore, we focused on creating a convenient, customizable form that simplifies and speeds up this process for businesses. The system allows providing detailed feedback, conduct audits on assessment quality, as well as appeal the results.

For data management, we provided options for manual employee entry and bulk uploads. Additionally, a statistical module was created to generate reports on employee performance, evaluations, training data, and personal metric dashboards.The system is localized for 40+ projects and supports several languages, simplifying quality control globally."

30+

countries use the system

3K+

employees tracked/evaluated globally

60K+

assessment forms completed monthly

3

languages supported

The system was developed to automate global support employee evaluations. It includes assessment forms, feedback, audit tools, and performance tracking, while supporting role-based access, multiple projects, and localization in 3 languages.

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A detailed instruction manual was created to guide users in utilizing all system features, from filling out assessment forms to generating reports. It covers employee data management, role-specific access, and localization settings across projects.

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We've developed a flexible form builder that allows configuring the logic for filling in evaluation criteria and setting up evaluation scales. It makes it easy to quickly create and customize forms for any project’s needs.

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The system includes evaluation, audit, and appeal modules. For each completed form, you can conduct an audit (a re-check of the evaluation’s accuracy) or submit an appeal, which can change the final score after review.

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The statistics module allows generating reports on performance results. The data is updated automatically, and you can use filters to customize data exports for specific analytical and management needs.

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You can conduct training sessions directly within the platform: adding participants, specifying reasons and goals, recording results. The aim is to document and analyze training activities to improve staff performance.

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The system supports localization in Russian, English, and French, allowing employees of 38 global projects to work in their native language space.

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CLIENT INFORMATION

A large corporation coordinating customer support services across multiple countries. The project aimed to automate service quality evaluation and implement a centralized platform for verifiers and operators.

CLIENT'S REVIEW

  • Working with the team was an outstanding experience. They fully understood our needs and developed a robust system for global employee evaluations. Their attention to detail, proactive approach, and ability to simplify complex processes were key to the project’s success.

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