10 steps to better performance management in call centres

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Performance management is one of the most pressing issues for call centre managers. The British Call Centre Helper website recently held a webinar on the subject of performance management and published an article containing interesting insights from participants. You can read the ten most interesting recommendations below.

1. Teach operators to evaluate their own performance

People are usually very self-critical and when evaluating their performance in front of their managers they are capable of suggesting ways of improving.

2. Organise group call-listening

For example meet once a month and learn each other’s good call techniques that you discover in the calls you are listening to.

3. Tell operators how they are doing

Be completely open about the evaluation criteria that you use. Then you can discuss performance without fear in the presence of the whole team.

4. Allow operators to see their scores in real time

Keep a document in which all the operators can see their performance result scores at any time. This will motivate them to better performance.

5. Reward the best calls

Announce the best operator of the month using criteria such as the ability to conduct a phone call, the ability to resolve problems, initiative, enthusiasm, etc. Reward the winner with cash or other appropriate form of reward.

6. Don’t only evaluate short calls

There are not usually any problems with short calls. Therefore when looking for ways of improving customer satisfaction focus on longer calls.

7. Share best practice

Support operators in coming up with new ideas for improvements themselves and recording them in one place where everyone can see them. Reward the most active contributors.

8. Introduce Net Promoter Score methodology

Use customer loyalty measurement when managing employees’ performance.

9.Lead by example

A call centre manager should be regularly involved in calls and should let his subordinates listen in to how he conducts calls.

10. End with something positive

When you talk to operators about their performance and opportunities for improvements, don’t end negatively. Always find something positive to focus on in the future.

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Article source Call Centre Helper - British weekly online call centre magazine
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