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You're developing a performance management system for your call center. What do you need to know first?

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A performance management system (PMS) is a set of tools and processes that help you monitor, evaluate, and improve the performance of your call center agents. A well-designed PMS can boost customer satisfaction, retention, and loyalty, as well as increase productivity, efficiency, and quality. But before you start developing your own PMS, you need to know some key factors that will influence its design and implementation. Here are some questions to ask yourself first.

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1 Define your goals

What are the main objectives of your call center? What are the key performance indicators (KPIs) that measure your success? How do you align your goals with your organization's vision and mission? These are some of the questions that will help you define your goals and set clear expectations for your agents. Your goals should be SMART: specific, measurable, achievable, relevant, and time-bound. They should also be communicated to your agents and stakeholders regularly.

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Sachin Sharma

Assistant General Manager - Enterprise (Social Media Escalations) at Vodafone Idea Limited with Six Sigma expertise
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Clearly define the goals and objectives of the performance management system. What do you aim to achieve with it? That is something you should aim for.

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2 Know your customers

Who are your customers and what are their needs, preferences, and expectations? How do you segment your customer base and tailor your services accordingly? How do you measure customer satisfaction and loyalty? How do you handle customer feedback and complaints? These are some of the questions that will help you know your customers and deliver value to them. Your PMS should be customer-centric and focus on enhancing the customer experience and satisfaction.

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3 Assess your agents

Who are your agents and what are their skills, strengths, and weaknesses? How do you recruit, train, and motivate them? How do you assign roles and responsibilities to them? How do you reward and recognize their achievements? How do you address their challenges and concerns? These are some of the questions that will help you assess your agents and support their development. Your PMS should be agent-oriented and focus on enhancing the agent engagement and performance.

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Sachin Sharma

Assistant General Manager - Enterprise (Social Media Escalations) at Vodafone Idea Limited with Six Sigma expertise
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Gather input from call center agents and supervisors about their challenges, needs, and suggestions for improving performance management.

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4 Choose your methods

How do you collect, analyze, and report data on your call center performance? What tools and technologies do you use to track, measure, and improve your KPIs? How do you conduct performance reviews and appraisals? How do you provide feedback and coaching to your agents? How do you implement action plans and corrective measures? These are some of the questions that will help you choose your methods and optimize your processes. Your PMS should be data-driven and focus on enhancing the call center efficiency and quality.

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5 Evaluate your results

How do you monitor and evaluate the effectiveness of your PMS? What are the benefits and challenges of your PMS? How do you measure the return on investment (ROI) of your PMS? How do you solicit feedback and suggestions from your agents and customers? How do you revise and update your PMS based on the changing needs and expectations of your call center? These are some of the questions that will help you evaluate your results and improve your PMS. Your PMS should be dynamic and focus on enhancing the call center innovation and growth.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Beverley Steenkamp

Seasoned Professional | Operations Manager | Business Reporting, Skill Development
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All points are equally important and it's important to remember that it does not always go in that particular order. Sometimes new projects are time sensitive; focus shifts to ensuring a smooth roll out and later determining what measurables exist and working backwards. Opportunities to improve processes are more likely to stem from these types of projects. Sometimes you don't get it right the first time but, I found that 'flipping the script' yields quality results.

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You're developing a performance management system for your call center. What do you need to know first?

1

2

3

4

5

6

1 Define your goals

2 Know your customers

3 Assess your agents

4 Choose your methods

5 Evaluate your results

6 Here’s what else to consider

Call Center Administration

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You're developing a performance management system for your call center. What do you need to know first?

1

2

3

4

5

6

1 Define your goals

2 Know your customers

3 Assess your agents

4 Choose your methods

5 Evaluate your results

6 Here’s what else to consider

Call Center Administration

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感谢您的反馈

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