Setting Call Center Agent Performance Goals | ICMI
Empowering contact center excellence for 30 years!

Setting Agent Performance Targets

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Online Training Pass
Access all virtual courses for 1 year.

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Get the most out of monitoring by establishing performance standards that will achieve optimum results within your call center.

If your organization’s goals include building rapport, satisfying customers and making sales, it’s time for a monitoring program that’s tailored specifically toward achieving these results. ICMI’s Setting Agent Performance Targets course will put you on the fast track to creating a program fully focused on your call center’s mission.

Specific and measurable agent performance standards are the cornerstone of a successful monitoring program. Lay the groundwork for your program by establishing agent performance standards that drive successful interactions on the phone or through other means of communication. We’ll show you step-by-step how to determine the right contributors, use customer expectation and mission to guide you, and identify “sticky standards” when deciding how to measure success. This course will also help you properly adjust your organization’s monitoring process for email and text chat.

Whether you’re creating new performance objectives or want to revitalize your existing standards, ICMI’s Setting Agent Performance Targets course will help you determine the performance targets that will best communicate your priorities.


What you will learn:
  • Activity vs. results: Establishing performance standards in line with your specific goals
  • Performance Standards in Five Steps: ICMI’s proven approach to blueprinting your best plan
  • Online considerations: Fine tuning the process for customer communications via email and text chats

Course Materials
  • Printable slide presentation
  • Industry article
      • Are You Monitoring the Customer Promise?
      • Handouts
          • Sun Valley Bank Monitoring Form
          • Email Monitoring Form
          • Call Monitoring Form

          Course Outline

          Module 1 Activity vs. Results


          Module 2 Performance Standards in 5 Steps

          • Customer expectations vs. performance standard
          • Sticky standards


          Module 3 Online Consideration

          • Using 5 step process
          • Adjust required behaviors
          • Document
          • Communicate
          • Monitor and update
          QuickPoll

          Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

          No, we don’t have a formal policy
          Yes, agents must work in the contact center for at least 1 year before applying for other positions
          Yes, agents must work in the contact center for at least 6 months before applying for other positions
          More Polls