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What is Performance Management?

What is Performance Management?


What is Performance Management? 

Performance management is a means of ensuring that organisations and staff can fulfil their potential and effectively meet the targets and goals that they have been set. When applied properly it can help organisations develop their workforce and staff, giving them specific goals and objectives to aim for and enables them to track their progress over time.

Technology available and how it can help 

There are a variety of tools and applications which help facilitate this, most notably performance dashboard technology which can be used to draw data from a number of different sources including CRM systems, telephone switches, call recording and logging systems and quality monitoring systems. This data is then used to identify whether an individual, team or department are on target or need to focus their attention in some specific areas to help improve performance.

Why measurement is important 

The reality is, if an organisation does not measure the output of what it does it will be difficult to improve because there is no baseline data from which to chart progress. For an organisation to implement any kind of performance management programme, they must first identify what it is they want to track.

Examples of what to measure 

This obviously varies from business to business but within a contact centre environment for example where customer service measurements are important typical areas for focus may include;

  • Percentage of calls answered within an agreed time
  • Percentage of time a customer is on hold
  • The number of calls resolved first time
  • Quality monitoring scores

By tracking and measuring performance in these areas at an agent or team level a contact centre can quite quickly determine whether they are operating within the service levels they have set for themselves initially and pinpoint individuals and teams who may need more coaching to improve overall performance.