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What goals should we have for employee performance management?
I want to make sure that my employees are performing at their highest level. I don't want to have unrealistic expectations, though. What are some good goals to have for employee performance management?
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The answer to this question depends completely on what your specific objectives are within your call center or operation. Your agent goals should align directly with the strategic and tactical goals of your call center or operation.
Agent scorecards can vary in content from very basic to extremely detailed based on the business need. Basic components include call handling time (usually broken out by talk/hold/wrap), some sort of quality measure such as call monitoring scores and/or data accuracy, post call survey results, first call resolution if you are measuring and last but certainly not least schedule adherence.
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