Employee performance management is an important aspect of your management duties. When you know how your employees are performing you can conduct successful reviews annually, bi-annually, or impromptu, if necessary. However, when review time comes around, the standard – you did this well, you should improve on this, and a here’s a pat on the back, isn’t so effective anymore.
To better manage employee performance, you need to have metrics. You analytically measure every aspect of your business, so why not measure your employee metrics as well.
To get said metrics, you can creatively use a number of programs that are likely already integrated into your business, and simply pull employee specific information where necessary.
Sales team: Call Center Software
Your sales team does a lot of work for the business, and thus it’s critical that you are able to manage and assess them accurately. Call center software is a valuable tool in this respect; you just need to know what to look for.
- Average answer speed: Your employees should be answering the phone immediately – who is wandering away from their phone and missing calls?
- Average call time: Compare the average call time of your highest grossing employee to address whether issues lie within call time or pitches.
- Average calls per day: How many calls is your employee making? Are their phone usage stats as high as they should be?
All In-House employees: Workflow Management
Workflow software is beneficial for everyone within your company. With prioritized tasks that everyone can see, it not only holds them accountable but makes it easier to get important jobs done in a timely manner.
However, when you look back on this, you can get a accurate snapshot of how each and every employee performs day to day.
- Projects: How many were started, finished or passed off? How many were re-started?
- Process statistics: How long did it take your employee to start and finish a project? Compare this to those working on something similar for review purposes.
Customer care: CRM Software
Customer care is an integral department of your business. Keeping customers happy and bringing them back for more, you want to be sure these employees are being successful every step of the way. CRM software is a great tool for managing these contacts; however, you can also extract important employee performance information.
- Abandoned calls: How many calls ended in a lost account or hang up?
- Escalated: Your employees are trained to solve a problem immediately. However, look to see how many calls are escalated and then lost.
- Accounts: How many accounts is your employee managing, and how many have they been in contact with in the last 30 days? Are any being neglected?
There are a number of programs you currently use that will give you great insight into employee performance. As an aspect of your daily management duties, it’s important that you can get accurate information in a convenient manner. Instead of investing in expensive talent software, use what you already have; just get a little creative with it.
Guest Author: Jessica Sanders is an avid small business writer. As the marketing copy editor of Resource Nation, she touches on a range of topics such as HR software and payroll services.
