Establishing the Call Center Performance Range

To stimulate higher performance in your Contact Center you must first establish a set of standards that define the range of acceptable performance.

The range should be for both low and high performance.

To be effective, the call center performance goals must be:

1. Clear and Simple
   
   
2. Measurable and Attainable
   
   
3. Fair and Consistent
   
   
4. Transparent and Effective

As Contact Center Leader, you also want goals that are meaningful and directly impact the business results you want to achieve. It should be clear to employees that the measures you have put in place are in full alignment with the goals of the company as a whole.

Additionally, the goals should not be so high that they can not be reached with sincere effort and, if needed, additional resources or training. After all, the point is to motivate not discourage. The idea behind high performance call center goals is to make them “just possible.”

Remember, if you want to increase performance, you need to start with clear performance standards. Without a clear ruler against which to measure results, employees will continue to work as they have in the past.

With performance goals that make sense to the business and that are regularly made visible, low performers will feel pressure to improve or leave; while the high performers remain.

And isn’t that what you want?