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07-31-2008, 06:31 AM
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Performance Management
I have recently taken over management of a Call centre that has around 75 agents.
The previous manager's performance management sheets are diabolical and in need of a radical overhaul. I was wondering if anyone had any templates that I could base my new ones on that would relate to productivity, quality control, timekeeping and absence and more centralized call centre stats like service levels and abandoned call levels. 
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08-01-2008, 07:27 AM
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More info please
It's hard to give a definitive answer without knowing more about your situation.
Are these inbound, outbound or blended environments? What kind of systems and data are you working with? kevin.maclean@myownsystems.com
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