An organisation introduced a performance management system in the contact centre. It was the first time that this had been tried and management, along with Human Resources, put a great deal of effort into the design of the system.
The performance management system meant that staff would receive a new individual report each week. The reports were designed to show performance against key measures seen as important to the roles in the contact centre. The idea was it would motivate staff members as they could now see their contribution to the team.
Although there was a lot of hard work put into the system, the initiative failed for a number of reasons: Continue reading