5 Steps to Stimulate Greater Call Center Performance

Leaders are expected to constantly improve performance in their work force to meet revenue, productivity, and cost targets.

The question is not if as a Contact Center Leader you want greater performance but how to achieve it.

Based upon over 16 years of high performance research, here are five steps to stimulate increased call center performance from your people:

1. Performance Clarity & Transparency: Clearly define both low and high performance. Establish specific metrics for both and make the performance results visible to all. Don’t make the mistake of only measuring and reacting to high performance. You need to actively measure and manage both boundaries.
   
   
2. Personal Meaning: Avoid the risk of losing discouraged employees by making sure they have reason to stay, find meaning in their work, and make the effort to continuously improve.
   
   
3. Intrinsic and Extrinsic Rewards: Provide an incentive system that rewards improved performance. It should be meaningful, consistent, fair, and transparent.
   
   
4. Reinforcement & Support: Maintain a support system for employees who struggle to reach acceptable standards of performance. This could include skills training and coaching to help employees improve to meet performance standards.
   
   
5. Set the example: To ensure an environment where continuous improvement is valued, evaluate your own performance regularly and let your employees know that you, too, strive for, and are expected to deliver, greater performance.