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Performance management is an ongoing process of identifying, measuring and promoting performance in organizations by establishing a link between the performance of individuals and the objectives, mission and goals of the organization (Aguinis, 2). In other words, performance…
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Download file to see previous pages In the case of the call center, measuring the performance of the employees in terms of the received calls is erroneous. The goal and mission of the organization is to offer quality services to its customers in ensuring customers are satisfied. It follows that satisfaction cannot be measured by the number of calls received as the customer care attendant has to ensure a customer is satisfied before receiving the next call. Moreover, basing performance on the number of calls will tempt the attendants to offer wrong information to the clients before verifying the authenticity of the given responses, which would lead to customer dissatisfaction.
Alternative performance measures would include counting the number of feedbacks from clients and their level of satisfaction based on every customer care. Moreover, the company may reward and acknowledge customer care attendants with the best customer relations skills. Lastly, organizations may consider the effectiveness of each call center attendant based on how best they link the service men to clients and the follow-up to determine whether the client is satisfied.
The best way to gather performance data would be to request clients to give feedback anytime they are served, indicating the persons who served them. In addition, the organization may keep records of all cases handled by each employee and then determine high performing employee by the number of cases solved to customer satisfaction within a given time ...Download file to see next pagesRead More
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