Best practice call center organizations focus on creating front-line leaders capable of communicating performance objectives, identifying performance gaps, analyzing the root cause of performance failures, and developing coaching plans that elevate performance. Performance is not only reported but is driven at the individual through enterprise levels. Performance Management Curriculum Classroom Training and Mentoring Tools and Tactics Based upon McIntosh’s recommendations, the client retained our firm to customize our existing performance management curriculum and to deliver a ten week performance management training and mentoring program for all site management. McIntosh also conducted two quarterly sustainability audits to ensure continued adoption and sustained use of the new processes. The results were significant delivering an immediate return on the consulting investment. Comparing performance pre-training to one month post-training , calls answered increased from 82% to 94% (15% improvement). The average speed of answer declined from one minute twenty-five seconds, to twenty seconds (68% improvement), and handle time for customer relations declined from a high of thirteen minutes forty seconds to nine minutes, thirty-three seconds (30% improvement). Productivity as measured by productive hours divided by paid hours increased by 20%. These results were achieved when front-line supervisors learned to focus on relevant metrics, identify the root cause of individual agent performance challenges and began to develop and manage effective performance improvement plans focused not on discipline but solely on upgrading the agent’s skills. Call centers measure everything because they can and thus generate metric clutter. Performance reporting is excessive, unfocused, and does not present a clear snapshot of the organization or an individual’s performance status. Coaching is not enabled by excessive data; instead, it is disabled until we identify the data points that impact performance.Beyond metrics to understanding the root cause of performance gaps.
Our experience within this sector:
Performance Management Experience:
Consulting Insight:
Metric Clutter
