The contact center monthly performance review by Robert C. Davis and Associates: A brief look at each step in the process

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

Here’s the third in our series of posts on monthly performance review (MPRs) in contact centers (first post, second post).

With a commitment to delivering MPRs that have been scheduled and prepared for, it is now time to hold them. So let’s take a brief look at each step in the process.

Step 1 – Rapport

Begin the MPR on a positive note to build rapport and use an agenda statement to establish a clear focus. This will help you be more direct and improve your ability to keep it on track. This technique will ensure that you and the agent are focused on addressing the same issues.

Agenda Example

Coach: Kathy, I’m glad we have a few minutes to work together this morning. The purpose of our MPR is to come up with a plan to improve your performance. To maximize our time, I suggest we follow this agenda:

  • First, let’s review your KPIs and quality scores.
  • Then, we can talk about where we would like to see your results and how you might benefit from those results.
  • Then, let’s listen to some customer interactions.
  • Hopefully, together we can come up with some ideas and a game plan to get you there.
  • Is there anything you would like to add to that?
  • Great! Now, let’s start by reviewing how you’ve been doing.

Step 2 – Discovery

After you get permission from the agent to move to discovery, it’s best to use questions that draw out an explanation of their current situation. The more you can get this person talking, the better.

Discovery Summary

Coach: As I understand it, you are at an average of [performance number]. You are moving in the right direction. We expect [performance number] this month. If you meet this expectation, the benefit to you is that you will know you are pulling your share of the work on the team.

Step 3 – Solution/Building a Game Plan

After the discovery step is complete and you have an accurate assessment of the team member’s situation, it is time to build a plan to get the desired results. Ideally, you can coach the agent to help you develop the plan they will ultimately work. Do this with focused questions and a belief that the team can solve problems, overcome obstacles and generate improved results.

Step 4 – Summary/Commitment

When you are confident the agent has developed action steps that will enable them to reach personal objectives, you can move to Step 4 – Summary/Commitment. Summarize and get their commitment. Make sure the commitment is on a behavior change that will clearly drive performance. This is a critical step because it is easy for agents to forget the ideas they suggested.

Step 5 – Encouragement

After the agent has committed to a game plan you believe will work, you must use encouragement to motivate them. Communicate that you are behind them 100 percent and that you believe they can reach their performance goals.

Now that you have seen an overview of the MPR process, let’s set up a call so you can learn more about Robert C. Davis and Associates’ proven track record and how we can be of high value to your contact center operation.

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