How To Create An Effective Performance Management System Quick question; what do you think of the team you manage? Are they the crème de la crème or would you rather pass this question? The interesting bit is that as harsh as this inquiry might sound, the answer may well have a lot to do with you than with them. The Pygmalion effect In the story told by the Roman poet Ovid, Pygmalion is a sculptor who falls in love with a statue he has created. It is said the statute he sculpted was so perfect he fell in love with it and started wishing it was a real woman even naming her Galatea. Well, the Goddess Venus saw this and actually made Galatea into a real live woman. Thus arose the Pygmalion effect, where you get what you wish or expect.  But what does this have to do with call centre performance management you ask? Just think about it, when you have high expectation of how an agent should perform, the agent in question will tend to pay more attention to your expectations and set more ambitious goals to reach set expectations. Simply put, managers who believe in the potential of their team members bring out the best in their people by helping them believe in themselves and continuously challenging them to grow while supporting them along the way. Pygmalion in Performance Management At Call Criteria, we believe the main objective of a performance management system is to create an agile, involved and dedicated workforce. Too often, we see contact centre managers who are quick to judge and label their agents as underperformers. When the agents finally perform poorly, the managers pat themselves on the back for their sharp judgement of people’s poor performance and continue to label others as underperformers too, creating a vicious cycle. If this is you, we advise you to think out of the box and develop a performance management system that motivates your team to perform better. 7 Questions To Ponder When Creating An Effective Performance Management System To create a performance management system that takes advantage of more than the immediate boss’ view while emphasising the future more than the past, you need to ask yourself these key questions.
  1. Does everyone know your expectations?
Forget about creating bonus targets to justify compensation decisions, do your employees know which behaviours you expect from them? Do they understand why they are supposed to behave in such a manner and how their contribution affects the organisation as well as their career goals? The best performance management system will ensure your expectations are clear and your employees know how their contribution will be measured. For example, Call Criteria works with call centre managers to create custom scorecards based on expected behaviours. This ensures all agents know how to contribute towards the success of the organisation.
  1. Do you discuss progress?
As a third party call centre quality Assurance Company, we have noticed that most managers only talk to their agents about short-term tactical details without putting much focus on the long-term goals they’re trying to achieve. An efficient performance management system will accommodate regular and real-time feedback between managers and agents to ensure the organisation is moving forward as a whole with little or no friction.
  1. Do Your Review Performance?
How often do you meet with your agents to review the set expectation against current performance? Do you frequently coach your agents on how they can improve future performance? As you create your performance management system, be sure to provide a platform where feedback on performance set against set expectation is easily accessible to both agents and managers.
  1. Do you discuss future career growth opportunities?
Let’s face it, everyone in your contact center has plans for a bright future. In fact, this might be the main reason your employees come to work every day. Therefore, it is essential that your performance management model factors in development planning allowing managers and agents to discuss future career growth opportunities periodically. Leaving this crucial part out may leave you with a team of disengaged agents who have lost track of their long-term career plans.
  1. Do You Know The Current Performance in Your Call Center?
An efficient performance management model ensures the organisation is working together with the managers to monitor top performers as well as poor performers. With such kind of data, managers can quickly make decisions about retaining talent, addressing counter-productivity and as well as shaping future actions to improve performance. For example, Call Criteria offers 3rd party call centre QA services to help managers know how each agent is performing based on a custom scorecard.
  1. Does your company allocate resources based on performance?
While you may argue that other facts apart from performance influence pay; your performance management system should acknowledge that performance is a critical factor in pay decisions. Furthermore, your organisation’s performance model should treat training and compensation as investments to motivate, retain and develop employees based on expected future contributions. And as we all know, the best way to predict future performance is to use historical data.
  1. Does your organisation assign roles based on past performance?
Keeping in mind that staffing decisions send a strong message about the company’s priorities, your performance management model should provide accurate data on agent performance to ensure staffing decisions are backed up by reliable data on how an agent’s past performance supported your organisations’ goals and values. There is no silver bullet for a performance management system. Nonetheless, as a business leader, you need to understand that the performance management model you create should align with and support the types of behaviors that will drive performance in your contact centre. Would you like to know the behaviors that drive performance in your call centre? Talk to an expert.