11/14 2011
Posted in: Call center management, Coaching
InterWeave's Performance Management Approach
I had several conversations today centered around the subject of performance management. It is of course a topic that is near and dear to my heart- especially the mentoring and motivating of employees because that is where change happens. The question that came up today was, “We really don’t have the resources right now to have a quality assurance department. How do we monitor calls effectively with no quality assurance department?”
Here is my response in a nut shell- Focus on the mentoring and motivating and then the rest will fall into place. Put your resources where they are going to matter the most.
If you do not have the resources to monitor 3-5 calls per month per employee, put your efforts into your coaching that takes place on the floor and focus on driving change in your employees. If your supervisors can put their QA hat on and monitor one call per employee at the beginning of the month to get a baseline of each employees’ performance and then spend the rest of the month finding creative and strategic ways to coach in order to drive change, then you are putting your resources into the tasks that matter the most to the success of your business. Then at the beginning of each month, the supervisors can monitor one call and compare to the behaviors that were met and not met from the previous month. Is this the ideal situation? NO. But is it a solution that will help you to drive change and gauge whether your efforts are working? YES! Look for creative solutions that will make the most of your time.
If you are looking for more specific tips of monitoring for success, please check back in a few days for my article on Making Monitoring Matter and also be sure to sign up for my monthly newsletter.
MOMENT OF REFLECTION
Are you spending the bulk of your time monitoring calls and “scoring” or are you spending the majority of your time mentoring and driving change? Look at your priorities and ensure that your tasks are helping to achieve your goals.
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