Your Inside Sales Group Must Have A Performance Development Program

Bottom Feeders destroy inside sales. In essence, bottom feeders stay employed because management does not have a program in place to ensure they can terminate employees. Management also does not have a program in place to help bottom feeders grow.?Your call center must have a performance development program to establish the motivation, incentive and focus that a bottom feeder performer wants. And, if they can't succeed, you need to get the bottom feeder performer out.

Every job must present value.?And, every job must have limits. By making performance development more strict and by weeding out the poor performers, the performance development plan provides value to the high achievers, who have earned their status, and validates their hard work and success. And, in turn, a performance development program will gets rid of the lower performers. A quality performance development plan should accomplish a few simple goals.?

First, it should provide management with an objective outlet to terminate employees.?In the old days, firing an employee subjectively worked well.? When it seemed as if the employee wasn't capable of performing, it was time to terminate him.? Today, the feel part of supervision must go away.?There must be solid goals, enforced and measured, in order to terminate employees.?A performance development program does just that.?

Second, a performance development program allows management and agents to partner to improve performance when improved performance is warranted.?The program should be about far more than simply terminating employees. It should involve elements of coaching, one-on-one communication, residual training, and increased attention.?Management should have a written and focused plan to improve the performance of those agents in a call center who are on the performance development program.?A performance development program is a structured program for supervisors and agents to ensure that everything that can be done is being done to improve performance levels.?

Third, a quality performance development program sets the limits so most agents will do everything they can to stay off the program.?In the inside sales group, the motivation to stay off the plan serves as an enticement to do well.?Whereas agents may not have performed well in the month of March because there was no reason to, the very introduction of the performance development program provides those same agents with a reason to improve performance in March.?They have a goal. It is all on the line.

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