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.
- Does everyone know your expectations?
- Do you discuss progress?
- Do Your Review Performance?
- Do you discuss future career growth opportunities?
- Do You Know The Current Performance in Your Call Center?
- Does your company allocate resources based on performance?
- Does your organisation assign roles based on past performance?