Online KPI Dashboard
Automated Bonus Calculation
Client and Industry
A major mobile network operator with a customer base of over 60 million subscribers approached us.
In the contact center, more than 30 metrics were tracked for each operator, all of which affected their bonuses. Calculating bonuses took a significant amount of time, and KPIs were not visible in real time, which reduced the transparency of the motivation system.
Project Goals and Objectives
The main objective was to create a system that shows employees their key performance indicators in real time and dynamically generates a daily target to help achieve the monthly plan. Another requirement was to automate bonus calculations so that payouts could be processed within a few days after the end of the reporting period without manual processing.
Work Completed (Services Provided)
Achieved Results
Employees gained transparent access to their performance metrics and began managing their results independently. This reduced the managerial workload and optimized some supervisory roles through a proactive notification model. Real-time bonus calculation and a transparent link between an operator’s actions and their bonus led to increased sales and higher revenue for the departments.
Technologies and Tools Used
A unified corporate data warehouse was created, a custom web interface was developed, and a microservices architecture in Go was implemented for high-speed calculations. Docker containerization made it possible to scale the system across 10 of the company’s contact centers.
Conclusions
The project demonstrated that a transparent motivation system and proactive notifications about growth areas increase employee trust and overall business efficiency. KPI automation became a management tool rather than just a means of control.
During the implementation, it became clear that complex and overloaded numerical data can be transformed into a clear and intuitive product. Real-time calculations increased trust in the bonus system and reduced the number of disputes. A personnel management model was established without excessive micromanagement thanks to the transparency and interactivity of the system. In projects like this, it is critical to work in a dynamic development format and quickly adapt to business changes — this is what makes the product valuable and keeps employees engaged.