Performance Documentation

[ChrisBWFC]

I work in a predominantly outbound collections environment. I have 22 agents who report to me and I receive a daily, weekly and monthly report giving per hour KPI stats for not ready time (ACW), clerical time, personal time % payments and cash collected per hour. I find it very time consuming to analyse, feedback and coach effectively for each inidividual, documenting coaching sessions, etc... whilst still maintaining a high level of call monitoring and quality, monitoring and documenting sickness, dealing with staffing issues, etc... and also trying to go above and beyond our current ways of working to achieve an excellent 6/12 monthly appraisal - are there any quicker and more efficient ways of driving performance in this area other than lengthy one-2-one contact?

[gkern]

Given your time constraints, I would suggest limiting the one on one time with your consistently high performers and spend more time targeting the bottom quartile(s) of the agents who are not performing as well. You still need to provide positive feedback to the top performers, but perhaps do that in a way that is less time consuming (email, public recognition, etc.). Agents regard feedback, rewards, and recogition as a positive aspect of their work experience and it should not be neglected, but that can still be accomplished in a less time consuming manner.

Focus on coaching your bottom performers along with recognizing the best performers and your results will improve and you will have better utilization of the time you have for these tasks.

Greg Kern
Consultant
512-934-0254
gkern@austin.rr.com