The elements of a good performance-management system are simple, it requires strategic vision, hard work, difficult decisions, the ability to motivate people to hit tough targets, and much more. Here are 5 easy steps to improve performance management:
1 – Set Clear and Defined KPIs
Setting your Key Performance Indicators (KPI) should be a priority in the process. You can start by understanding what the overall goals of your organization are.
2 – Empower Your Agents
A highly-trained agent with the power of decision will not only ensure higher customer satisfaction, but will also enable single call resolution and thus result in a more positive customer experience.
3 – Give Employees Targeted Feedback
Regular quality-of-service assessment is vital for the successful operation of any call center. Take the time to listen to your employees’ performance and then be ready to offer targeted feedback so they can improve.
4 – Establish Positive Incentives for Good Work
You want to encourage your employees to do their best work, all the time. One of the best ways to do this is through positive incentives, they can help maintain a higher level of morale throughout your entire team.
5 – Use Speech Analytics to Identify Agent Training Opportunities
Being able to analyze large volumes of agent/customer interactions releases information on specific calls with issues, and trends across the whole agent population, creating the opportunity to coach staff using identified good examples to improve standards across the contact center.
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