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Improving Performance Is Understanding Performance Management |
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The one thing that call centre agents, call centre managers and all their colleagues can agree on: They all want to improve their performance.
What they don't agree on is how to measure and evaluate performance. The toughest realization with managing performance is that there are no inherently self-evident metrics that tell you everything you need to know about how good a job an individual or an organization is doing.
The first step in understanding how your call centre performs isn't to track metrics; it's understanding which metrics matter and why.
As you'll see, some metrics, or combinations of them, convey more information than others. But the act of gathering metrics isn't equivalent to evaluating performance.
The worth of a metric as a measure of performance within a given company is contingent upon how well the metric fulfils principles the company has already established, or how well it meets standards that reflect feedback from customers. Before you make the decision to track performance, you have to decide which aspects of communication with customers matter most to your company's survival and growth. You then have to identify which of these metrics are subject to change, in terms of how you measure them and set standards for them. Only then are you ready to track metrics; that is the easy part of managing performance.
Let's first make sure we're clear about what we mean by performance management.
The practice of performance management is not the same as using performance management software. To engage in the practice of performance management, select indicators of performance, and ensure that these indicators reflect specific goals of one or more constituencies. Performance management software enables you to track a combination or index of metrics that you have already shown to reflect your company's goals, either in accordance with your company's principles or based on evidence involving customers.
Independent consultancy and input really does make the matter of performance management more focused and impartial. You can really be too close to a project or situation, which may prevent an un-based and panoramic view to be formed. However, the consultant company or individual needs to provide an informed and educated input to these decisions, by understanding your company and your requirements. ComputerTel offer a first class consultancy service. We understand the call centre market place, and we understand how to improve efficiency in the workplace. By working with our clients and talking with all departments and employees associated with a project or solution, we can add value and ensure that the systems and solutions developed deal with your short and long term requirements to improve quality and efficiency in your call centre.
For more details call John Baxter on 01474 561111 or email us at info@computertel.co.uk.
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