Setting the Standards: Defining Performance Goals and Objectives (e-Learning):

This self-paced, 3-module e-Learning program outlines the first step of performance management, which is defining and communicating performance standards. Students will learn about the overall performance management process, as well as the specific steps in defining measurable performance standards in the call center.

As a general rule, you can expect what you inspect. It’s critical that each employee understands his/her role and responsibilities and what performance will be expected. One of the toughest tasks is defining the desired performance in terms of measurable behaviors. For example, it’s not enough to tell staff they need to portray a positive corporate image when communicating with customers.

Call center management must define every single performance expectation down to specific behaviors that can be identified and measured objectively. This session discusses how to set smart performance goals and develop a balanced system of measures to ensure that positive/negative behaviors are being inspected and recognized appropriately.

Module 1 - The Performance Management Model
Module 2 - Defining Behavioral Standards
Module 3 - Call Center Definitions and Scoring
Students will learn to:

- Define the components of a performance management model and why such a model is needed.
- Describe how to set individual performance objectives that are in line with enterprise and call center goals.
- Define the five SMART guidelines for defining performance goals and objectives.
- Practice defining competencies and specific expectations for a specified agent role.
- Identify poorly defined performance objectives and describe how to fix them.

Price: $150 (Single-user, 30-day license)

The Call Center School
568 Grant Highway
Lebanon, TN 37090
phone: 615-812-8400
fax: 866-452-2122