Effective Monitoring and Performance Reviews Overview

Learning Objectives

Section 1 - Monitoring Objectives

1. Determine whether your Contact Center requires a supervisor to do the actual monitoring or team of monitors will do the monitoring.
2. Define and establish performance standards for your contact center's call applications.
3. Identify three monitoring formats.
4. Describe four methods of agent monitoring and how each method is used.
5. Integrate the core criteria skill areas and productivity areas into a monitoring instrument.
6. Create a list of specific monitoring areas for your specific call application(s).
7. Distinguish performance measurements and performance standards as they are used in monitoring instruments.
8. Use monitoring to identify an agent's skills and opportunities for skill growth.
9. Practice using monitoring instruments relevant to your center.
10. Customize a monitoring instrument by changing the Performance Standard Line Items to those that fit your call application.
11. Explain how monitoring, coaching and performance reviews are linked.
12. Use a monitoring instrument to quantify an agent's performance.
13. Identify the primary challenges of call monitoring and establish monitoring procedures to overcome these challenges within your center.

Section 2 - Performance Review Objectives

1. Explain how performance measurements are used to reach program goals and conduct effective performance reviews.
2. Describe the six agent behaviors most commonly monitored in call centers.
3. List the performance standards within each of the six agent behaviors.
4. Measure behaviors qualitatively.
5. Prepare for performance reviews and potential dismissals by documenting good and poor agent behaviors thoroughly.
6. Conduct performance reviews.
7. Use monitoring and coaching procedures in preparation for performance reviews when corrective action is needed.
8. Use performance reviews as a way to determine salary increases.
9. Develop qualitative and quantitative performance measurements for monitoring core competency skill areas, productivity areas, and agent behavior areas.
10. Explain why thorough documentation of monitoring, coaching and coaching reinforcement training is necessary when faced with an agent's potential dismissal.

Course Outline

1. Effective Monitoring
   • Effective Monitoring Issues
   • Monitoring Core Competencies
   • Monitoring Instrument Format
   • Monitoring Productivity Adherence
   • Monitoring Agent Behavior
2. Performance Reviews
   • Performance Review Issues
   • Performance Review Process
3. Activities and Test