Meet Performance Goals

  • Sets your supervisors up for success
  • Covers essential topics like key performance indicators and performance measurement
  • Excellent for both onboarding and ongoing training
  • Created by a team of industry veterans and e-learning professionals

This course teaches the five steps performance management. From defining expectations to measuring performance and taking action, participants will learn how to run an effective and successful performance management program. In addition, this course contains a unit focused on key performance indicators in which participants learn how to identify relevant performance indicators, how to calculate the most common contact center KPIs and how to create effective call center management reports.

The course Meet Performance Goals is also included in the bundle Call Center Supervision.

Who should take this?

  • Anyone that manages and supports frontline staff in a contact center
  • Supervisors, team leaders, team managers, coaches, and call center managers


Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

A certificate is provided if the mastery exam is passed successfully.

Time to complete

  • 6 months from starting the first module
  • Course contains 2 h 35 min of content
  • The course will remain available for the entire 6 months, even after completion

The following units are included

1. Key Performance Indicators

Manage by the Numbers

Key Performance Indicators

Contact centers are true data-generating machines. With every customer interaction new data points are created. As opposed to getting overwhelmed by it all, a successful manager or supervisor is able to take advantage of this data and manage by the numbers.

This unit outlines the steps for defining a performance measurement system, including how to identify the top performance indicators for your contact center. A practical set of formulas and calculations for today’s most common key performance indicators (KPIs) are included. Finally, this unit wouldn’t be complete if it didn’t also teach how to translate top metrics into effective call center management reports

Students will learn:

  • To identify the most important KPIs for call center and agent performance.
  • To calculate the service, cost, and productivity implications of staffing decisions.
  • To calculate KPIs that reflect quality of service as well as service efficiency.
  • To avoid the most common mathematical mistakes made in call centers today.
  • How to perform a correlation analysis.
  • 3 modules
  • 79 min

Included modules and learning aims:

  1. Defining a Performance Measurement System 15 min

    • Define a performance measurement system and its uses
    • Establish a balanced set of performance objectives that align with company business goals
    • Identify objectives and critical measures for each stakeholder group
  2. Identifying Top Performance Metrics 48 min

    • Identify objectives and critical measures for each stakeholder group
    • Define the most common performance measures related to service and quality
    • Define the most common performance measures related to efficiency and profitability
  3. Translating Metrics into Effective Reporting 16 min

    • Review the key performance metrics for call centers
    • Outline the steps of translating call center performance measures into a reporting and analytics plan
    • Describe the options for presenting metrics and results to others in the call center

2. Performance Management

The Five Steps of Effective Performance Management

Performance Management

Ask any supervisor what their most important task is and the answer will most likely be: coaching. The most successful supervisors place a priority on developing their staff. By effectively coaching agents, supervisors can boost the performance of the contact center. Supervisors can give agents confidence, ensuring they go the extra mile for every single customer.

This unit focuses on the five steps of a successful performance management program. First, you will learn to define your expectations of the agents. Next, you will learn how to measure their performance against these expectations. Once we know how these agents perform, you can investigate any performance gaps. Finally, you’ll experience how to take action and scrutinize the results.

This unit equips supervisors with the essential skills required to focus their management efforts where they’ll be most effective.

Students will learn how to:

  • Define measurable agent behaviors and performance standards.
  • Measure agent performance and identify any impeding performance gaps.
  • Provide agents with regular, constructive feedback on their performance.
  • Take action on the outcomes of performance meetings and scrutinize the results.
  • Improve and maintain agent motivation to encourage higher service standards.
  • 7 modules
  • 47 min

Included modules and learning aims:

  1. Introduction 03 min

    • Describe what’s involved in an effective Performance Management strategy
    • Explain why an effective Performance Management strategy is essential in your contact center
  2. Defining Behaviors 07 min

    • Described how to define measurable agent behaviors
    • Discussed how each performance standard should be assessed
  3. Measuring Performance 09 min

    • Describe the options for measuring agent performance
    • Identify how often agents should be given feedback on their performance
  4. Investigating Performance Gaps 04 min

    • Identify performance gaps using the SEA model
  5. Performance Review 08 min

    • Describe the best way to conduct a regular performance review meeting with an agent
  6. The Follow-Up 06 min

    • Explain how to take action on the outcomes of the performance meeting
    • Scrutinize the results produced after the performance meeting
    • Increase the motivation levels of your agents to help them peform at higher standards
  7. Assessment 10 min

    In this module, we'll test your knowledge of the key learning points from the course. A score of 16 questions, out of a possible 20, is required to pass the assessment.

Mastery Certification: Meet Performance Goals

After finishing all the content of the course, participants are eligible to take the mastery certification exam. A designation of Mastery Certification from The Call Center School validates and recognizes the learning achievements gained through the course.

Participants who successfully pass the mastery certification can download their certificate and share it directly via social media.

28 questions 15 min

Mastery Certification: Meet Performance Goals

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Pricing options for Meet Performance Goals

We offer bulk discounts for orders containing 5 or more seats for a course or bundle. Check our pricing options for Meet Performance Goals below. If you apply for bulk pricing, please contact us to place your order.

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The Meet Performance Goals course is designed by call center experts to provide a practical and engaging learning experience. Start today.