Performance management plans set limit and standards for your contact center.
Perhaps you have heard the phrase that “everybody likes limits.” If an agent has poor performance periods, management must have a stable and well-outlined improvement plan to get them where they, and the customer contact center, need to be. If the agent can’t perform to standards, management must have a solid policy of dismissal that they follow. A performance development program sets limits that management and agents follow so each party is on the same track. It eliminates the subjectivity.