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Effective performance management strategies for the contact center
What are some of your top strategies for better managing performance in a contact center setting? We've got some incentive programs in place, but we're still not hitting our metrics on a consistent basis. How do you handle performance management in your contact center? What tips do you have?
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It's a combination effort to bring about top class performance...
1. You need sensible and achievable KPI's based on the reality on the ground - if your people always miss the metric, it's not the people - it's the metric at fault.
2. You need to offer coaching, training and support to achieve those metrics and where possible avoid punitive solutions (ask Pavlov beating your dog doesn't make it hungry) for missing targets - by the way, an easy "win" in call centres is to train people to type properly, I've found you can often get a 20-30% uplift in performance by giving people access to a typing tutor program for an hour a day for a month, a 10 concurrent user licence for this costs less than $100 USD - not all support has to be expensive
3. You need to hire the right calibre of people in terms of attitude and basic skills - if they don't know at interview that you don't answer the phone with "What?" and you don't curse at customers, they'll never learn
4. You need a consistent message, your managers and leaders must emulate the behaviour required to achieve your KPI's at all times - incongruence "do what I say, not what I do" will kill the morale and will to win for any group of people
5. Celebrate success - small wins and big wins should be celebrated, when people hit targets they should be praised and rewarded for it
6. Acknowledge Failure - it's painful at first but if you pretend it hasn't happened you can't learn any lessons from it - and no "praise sandwiches" here, be honest when something has gone wrong and critical just as you are when things go right
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