Team Leader Adherence Goals

[earhart]

Are there any call centers out there that have tied a Team adherence goal to the Team Leader? How is this handled?

Thanks!

[tarunpuri]

Have been in the Call Center Industry in India for a couple of years now where in i have setup centers, taken then to full capacity etc., i remember doing some Goal setting for adherence in two centers.

We had linked the Team Leaders PLI (Performance Linked Incentive) to :

1) Team Attendance%
2) Team Quality Index
3) Team Sales Rate & Conversion% (Inbound Sales) and Customer satisfaction Score (Customer Service)
4) Team Leader Nightlies (Agent monitoring forms and the corrective measures taken)

Hope this helps.

Regards,
Tarun Puri
Email : tpuri@rediffmail.com
Mobile : +91 98111 41111