Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Article : Feedback Form For Progress Reporting and Planning


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.


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.
Company RSS Feed   Company Facebook   Company YouTube   Company Profile Page

Today's Tip of the Day - Keep Cost In Perspective

Read today's tip or listen to it on podcast.

Published: Wednesday, September 15, 2021

Printer Friendly Version Printer friendly version

2022 Buyers Guide Translation Services

OpsTel Services

Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

(read more)

Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.

About us - in 60 seconds!

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =