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Article : Feedback Form For Progress Reporting and Planning

#contactcenterworld

Author: Marc Carriere, Managing Director, Marketing Tactics Pty Ltd

Most team members have little idea about how they’re performing on their KPIs - whether they’re improving or not, and where they sit in relation to the rest of the team. This isn’t too much of a problem for high performers because they’re regularly recognised for hitting their goals and targets.

However, many team members who are regularly mid to low performers often think they’re performing much better than they really are, which leads them to believe they don’t have much need for improvement.

In the 30 odd years I’ve been managing marketing departments and call centers, consulting with businesses around the world mentoring and coaching their managers and team leaders’ one of the most useful tools I’ve used for having team members clearly understand where they’re doing well and where they need to improve is a PRP form.



PRP stands for Progress Reporting and Planning, and this form captures all the critical KPIs of your team members’ performance for specific periods (month, quarter and year) compared with the overall team’s performance for the same periods.

The major benefit of using this type of feedback form is that it clearly establishes exactly how team members are performing, and blow away any misperceptions about how well they are performing, against key performance areas.

It’s very important for team members to see where they stand compared to the overall team because all too often many low to middle performers think they’re doing alright compared to others in the team, when in fact they aren’t.

And, because they have this perception, typically they don’t see the need or feel any urgency in doing better. So, you need to change their perception with a clear dose of reality with PRPs that clearly shows them exactly how they are performing compared with the rest of team, and where they need to improve on.

Providing PRPs every month also focuses Team Leaders on the areas they need to work on with specific team members, as well as, tracking their performance over time.

Below you'll find an example of a PRP form to show you how to pull one together for your particular needs.

As you'll see you in the first column you’d have the Review Date, which is the date the PRP was given. Underneath that you list all the KPIs that are relevant to your situation. In this example, I’m using KPIs related to a sales environment.

Obviously, you’d use KPIs that best fit your situation. Just remember that whichever KPIs you use that the stats are accurate and can be easily pulled into this form. You also need to have percentages or hourly rates for the different areas, like you see here.

Take contacts or sales per hour for example. Let’s say your team member ‘Contacts per Hour’ rate is half that of the team’s average. That certainly indicates their work rate probably isn’t what it needs to be, and opens up a discussion where it will be hard for the team member to justify why they’re hourly contact rate is only half of the team’s average.

If their ‘Sales per Hour’ is lower than the team’s average this opens up a discussion on why they aren’t performing to the team average and where they need help to improve. And, if they know you’re regularly tracking their KPI they’ll change their behavior to improve on this KPI.

To the right of the KPI list are columns for the month reporting period, as well as the stats for their quarter to date and year to date performance for both the team member and the team’s average for each of the KPIs. It’s important to show quarterly and annual time periods to keep an eye on how your team member is performing over time… whether they are tracking up, or down.

Below the stats area you’ll have sections for the Team Leader’s comments that they’d complete prior to meeting with their team member, and an area for comments that the team member would add at the end of the discussion. As well as goals both agree on to work together to achieve.


#contactcenterworld


About Marc Carriere:
With worldwide executive experience managing Call Centre teams that have won 3 Silver and 3 Gold ‘Ardy’ awards, consulting with businesses mentoring and coaching their Call Centre Leaders and having owned a call centre himself, Marc is well aware of the difficulties Call Centres face consistently meeting their monthly targets.

About Marketing Tactics Pty Ltd:
Company LogoI help level up Team Leaders fast.
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