Call Center Management Feature Article
July 22, 2014
How Call Center Management Can Successfully Deploy Performance Management Tools
By Susan J. Campbell, TMCnet Contributing Editor
How well do your employees perform? This is a critical question in the call center as the activities of the individual agents contribute greatly to the outcomes involved. Call center management spends a great deal of time looking into the ins and outs involved in agent performance, investing in tools to make the difference. Whether or not these tools work to your benefit has a lot to do on employee perception.
A recent Call Centre Helper article offers five steps call center management can use to get the team excited about Performance Management. Let’s borrow from this list and how it could apply for the better in your own environment.
Setting the Tone – Any change within the call center ca be viewed as an intrusion if you don’t prepare your team. You have to buy into the concept and then communicate to them why the tools are important and can benefit them as employees. Talk about it before you make the decision to purchase so they understand the process.
The Benefits – The objectives you are seeking from the performance management tools should be communicated from the onset. The idea is generally to monitor progress and identify needs. If you don’t also communicate the benefits for the individuals, they will see it as a Big Brother tool instead of something that can help them improve and maybe even identify new opportunities and a bigger paycheck.
The Complete View – Performance management tools often provide call center management with a 360 degree view of the system and associated performance. When employees can perform self-evaluations, they can take ownership of the process and they’re more inclined to excel.
Outsourcing is Good – It’s not uncommon for call center management to outsource performance management. This can help to ensure consistency and a streamlined approach to the process.
Demonstrate Results – This is not a set-it-and-forget-it kind of process. It’s important to show your team results. When areas of development are identified, it’s important to present those to your team so they can take charge of their own development and career advancement. You can use the information to help them build targets for improvement.
Overall, performance is one thing upper management cares about when it comes to the call center. Performance management tools help streamline the process and ease reporting. By following these five steps, you’re better equipped to implement successful processes and benefit from the results.
Edited by Stefania Viscusi