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Hold Regular Performance Appraisals for Call Centre Staff
Chapter 11 of the Call Centre Motivation Workbook
You can keep call centre motivation high by holding regular face-to-face performance appraisals.
Everybody likes to know how they're doing at work and this is your chance to congratulate people for good work and to set out improvement plans for poor work.
Make sure that everyone leaves their appraisal with a set of goals for review at the next appraisal.
My own experience has shown that quarterly appraisals have the most impact, because they allow agents enough time to develop core competences without forgetting all about them!
Telephone staff usually say they like having quarterly goals as a means of keeping them focused and motivated.
