Performance management, quality management, and workforce management are all essential management types for a contact center. However, there are times when one comes to the forefront, and right now, performance management is trending in contact centers.

This is a departure from what we were seeing, which is a focus on quality management. It seems that increased priority is being given to individual productivity rather than the quality metrics that many contact centers are accustomed to. This doesn’t mean that quality management is suddenly unimportant, only that performance management is being used to great effect right now.

This may change again in the future, as these trends have a way of coming in and out of vogue. However, if you’re looking to shift to a more performance management based system, then you may have some questions. Here are some of the key points that you need to keep in mind about your performance management system.

Create Trust

There’s no way to successfully bring about a change in your contact center without a foundation of trust between management and your team members. This means being clear and transparent about any changes in expectations, evaluation criteria, or any other aspect of their job. Outline it all for them so that they understand the end goal.

Follow Through

There’s nothing worse for your management shift than not following through on goals and promises. Once you’ve laid out what changes will take place, and how you’ll go about implementing them, you have to see it through to the end. Otherwise, you’ll create confusion and team members won’t feel comfortable with the system or your leadership.

Identify Strengths And Weaknesses

You can use performance management to help your employees identify their own strengths and weaknesses. Use the data to show them where they excel and where their strengths lie. But instead of highlighting weaknesses, use them as an opportunity to point to areas where team members can grow.

Use Rewards

Without any kind of reward, it’s hard for team members to embrace a more performance oriented style of management and evaluation. Focusing strictly on the numbers can lead to a deterioration of your team’s morale. Setting up a reward system that works with your performance management system is a good way to maintain morale and trust within your team. They know that if they hit certain targets as individuals and as a team, they’ll be rewarded appropriately.

Don’t Forget About Quality

Performance management systems emphasize different metrics more strongly than quality management. However, they aren’t two separate areas that never overlap. Don’t forget that hitting targets doesn’t necessarily say anything about the quality of the work. You may be pivoting away from quality management, but you shouldn’t completely turn your back on it.

Looking for tools to help you with your shift to performance management? Then contact KOVA today. We have the software you need to ensure that you can capture and analyze the necessary data in your contact center.