The contact center monthly performance review by Robert C. Davis and Associates: Preparing for optimum results

By Bob Davis, Founder and CEO, Robert C. Davis and Associates

The key to success for any meeting is preparation. Delivering contact center monthly performance reviews (MPRs) should take 30 minutes. Beforehand, leaders should expect to take 30 minutes to prepare. This includes reviewing the previous MPR, looking at any coaching completed during the month, and reviewing reports for KPI achievement. Most importantly, leaders should prepare any documentation needed during the MPR.

In addition to being prepared, MPRs should follow a set schedule for many reasons:       

1.        They become part of the workforce management plan, and you understand how they will impact your service level

2.         Team members will know when to expect the MPRs and can be prepared for them.

3.         Everyone knows what to expect and when to expect to have their MPRs.

It is a best practice for the leader to remind the team member the day before their MPR.

Leaders should prepare by going through each of the five steps of the MPR.

1.         Rapport – Develop meeting objectives.

  • Team member needs
  • Company needs

2.         Discovery – Begin dialog (praise for the individual, statement of agenda).

  • Praise for past performance
  • Purpose of meeting
  • Current situation
  • Desired situation
  • Building a game plan
  • Gaining input on agenda from team members
  • Listening to customer and vendor interactions and discussion of team member results

3.         Solution/Game Plan – Build a game plan to the desired situation.

  • Solution/game plan from team member (accountability attached)
  • Clear action steps

4.         Summary/Commitment – Summarize action plan.

  • Review of action steps and expectations
  • Agreement on how and when to review results

5.         Encouragement – Affirm your confidence in team members.

  • Expressing optimism
  • Being sincere

As Martin Luther King Jr. said, “Every man must decide whether he will walk in the light of creative altruism or the darkness of destructive selfishness. This is the judgment. Life’s most persistent and urgent question is, ‘What are you doing for others?’”

Being properly prepared is a good indication of your commitment to “doing for others!”

To learn more about MPRs and how they can be of high value to your operation, we’re available. Let’s have a call to get the conversation started.

Robert C. Davis and Associates
Bob Davis, Founder and CEO | 678-548-1775 |
Brad Baumunk, President and COO | 512-695-2511 |