Executive Interview : How Do You Recognize Staff Performance? Here Are 12 Tips That Could Help You
Motivating your staff to exceed expectations is crucial in today's business environment. ContactCenterWorld.com went to its members and asked: What should every contact center do when it comes to recognizing staff performance? Some of these ideas might influence your Contact Center.
|"Be consistent and transparent when recognizing performance. Let everyone know there are no favorites just those that put in the extra effort which is possible of everyone." < br > < br > - Vera Austin, Director, MassMutual, United States|
|"Every contact center in recognition of performance should post stats where everyone sees them, such as the break room, etc." < br > < br > - Anita Ridgell, Manager Of Quality Assurance, CMD, United States|
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|"Recognition needs to be tailored to the center and their line of business. A key consideration, though, is a strong balance of the appropriate KPIs and subjective items." < br > < br > - Randall Anderson, Chief Operations Officer, ListenTrust, United States|
|"Have a fair system in place that rewards most of the staff. Too often only the top performers are recognized and the middle and most valuable the staff are ignored." < br > < br > - Juan Trevino, Sr. Project Manager, Sitel US, United States|
|"You should recognize as many elements as possible and as often as possible. You need to recognize more than just your top performers." < br > < br > - Antoine Mentha, Senior Director, Desjardins, Canada|
|"The problem isn't in the method of recognition the problem is that contact center management lacks the ability to observe performance professionally. There are tools now available but very few skilled employees at the recognition side. By far the rarest of all talents is the recognition of talent." < br > < br > - Ronald Hughes, Master/PhD Student, skills assessment academy, Ireland|
|"Worker of the month, announcements of customer positive comments, survey results from emails post calls." < br > < br > - George Cisler, President, Cyber Control llc, United States|
|"It is very important to know personality traits of every staff member. Is this person an introvert or extrovert. Does she/he like to be a member of a team or someone who leads others? Does he/she have intelligence or a talent of some kind, that no one else has. Then use this talent of hers/his with rewarding working methods. So that this person feels, that it matters, what she/he does for others or for a team." < br > < br > - Elina Perälä, Author, Independent, Finland|
|"Remove the bias. Don't compare the poor performer with the top performer. Actually, in this instance, the poor performer feels under and loses self-confidence. They will start looking out for another employer. Instead, talk to them on individual levels by highlighting the good things first and then the areas of improvement." < br > < br > - Sudheer B N, Chief Executive, WayBridge Outsourcing Services, India|
|"First, make sure that everyone is knowledgeable of the expected performance (quantitative and qualitative) and understand how it is measured. When you recognize an employee, it should make sense to them on why you are recognizing them and what you are recognizing. Reinforcing positive performance is equally as important as feedback when performance is off track. To get the best impact out of the feedback (positive or negative) timing is crucial. Don't delay. If you are trying to influence behavior, give the feedback close to the time the situation occured - including positive. When you give positive feedback, you help the employee set the bar for acceptable performance and they may not want to go backwards so the bar has been established. There are benefits in giving positive feedback both in privacy as well as public. Public recognition is a heightened level of recognition for the employee. It also serves as a method of further clarifying, for all employees, what good performance looks like. Private positive recognition may present an opportunity for you to give a discretionary award for their performance - make sure you ask them to keep it between the two of you. Discretionary awards may include leaving early or an additional day off to be used within a specific time-frame. Make sure you have the authority to give such discretionary awards. Negative feedback should always be given in a private setting. Good or bad feedback - document it. Seek advice from HR on techniques for giving feedback and proper documentation." < br > < br > - Myra Kassim, Contact Center Manager, Chesapeake Employers Insurance Company, United States|
|"Make certain front line supervisors have the expectation set on how critical their role is on recognizing staff with some structure on touch points of when and how they might do this. It should include spontaneous recognition, 1:1 feedback, performance reviews and center level recognition programs." < br > < br > - Becky Saurers, Contact Center and Learning Consultant, Saurers Consulting, United States|
|"Every center should have an incentive program that recognizes all the different contributions to the team whether it's linked to the number of calls taken, emails answered, adherence to schedule, customer compliments, attendance levels. These should be recognized company wide and presented by senior managers. This shows engagement from all levels and assists with increase in productivity and longevity of service." < br > < br > - Siala Uepa-Holmes, Customer Service Manager, Debitsuccess, New Zealand|
Today's Tip of the Day - Do Your Agents Have All The Right Tools?
Published: Friday, November 6, 2015
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