A Quality Performance Development Program Sets Limits To Ensure Compliance.
Most agents will do everything they can to stay off the program’s bad list. In the customer contact center, the motivation to stay out of the bottom tier serves as an enticement to do well. Whereas agents may not have performed well in the month of March because there was no reason to, the very introduction of the performance development program provides those same agents with a reason to improve performance. They usually do.