Representative Performance Measures

[Shrum]

I am a Manager of a call center with 100 reps. I am trying to evaluate their performance an equation using; availability (talk time X calls answered \ number of min. worked), and quality (scores of monitored calls + accuracy of data entry). I would also like to include; attendance, calls esculated to management, attitude, etc. The problem is, I don't have an equation. Does anyone have any ideas. We currently base our reps performance off of monitored calls and their availability for the day (must be available 73% of their day to take a call). I feel we should be using much more than just this to measure the importance of individual reps. Maybe it's not an equation, but please let me know if you have any ideas.

Thank you.

[mpsheehan]

Please send me your email address-I have some appraisals and measures I've used it the past that have both objective and subjective measures.

missingalaska@houston.rr.com
Thanks
Mike

[Alan Clayton]

I have used formulas in the past where each item is weighted, which gives it a value. The values all get to 100% if someone does everything right, and goes down if they arent meeting some performance measures.

Feel free to call with any questions.

Regards

Alan

[Jimmy Childs]

Our quality assurance monitoring maintains a spreadsheet on monitoring. Each monitoring is scored up to 100 technical points and 100 customer service points. Performance is tracked over time for consistancy both of good performance and errors. The call center manager takes this information, considers it along with scaled call completion stats, attendance, attitude and teamwork. The employees evaluation contains ratings for each of these categories.

[n_meghanath]

I am also looking for a format for my agents, if at all you don't have problem sharing it with me, I would also love to get a copy of that.

Thanks

[n_meghanath]

meghanath@meghanath.zzn.com

[sealink]

At our call center attendance is the number one issue involved with the evaluation which is per pay-period. One day of calls per tech is recorded and then gone over by a manager, two calls are then singled out and discussed with the individual.