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ASP Forum
The best metrics for employee performance?
"I took over a group of support agents who had been given bonuses
and raises for reasons that seem to have no basis in their actual
performance. I'd like to define one or two really good personal
performance metrics, but I'm not sure what they should be. Any
suggestions?"
—Mickey from Miami
Mickey:
Congratulations on your new role.
You certainly have a challenge ahead of you. I would suggest the
following:
1) Identify those areas which are most important to
the success of the department. This may be one or two; however,
upon further examination you may find there are several more.
These can include:
a. Customer Sat metrics
b. First Call Resolution
c. Re-open of closed cases
d. Number of new cases received
2) Once these are identified, then you will need to
benchmark current metrics and compare them against the Bell Curve
results.
3) Third and most important step is to communicate
the Metrics to the staff
a. How they will be measured
b. What level they need to reach in
order to be considered for a bonus
c. What the standard or normative
result is
d. What level is considered
unacceptable
e. When the new scoring/metrics
are in force
4) You will receive a lot of derogatory feedback
immediately from those that are not star performers, but still
want their excellent performance review and bonuses. The Star
performers will appreciate this new system in place as they will
not feel their work is going unnoticed. It might also force some
needed attrition.
5) Review the standard results, first quarterly then
annually to ensure the objectives are not set too high nor too
low.
Rob
—Robert A. Druhot rdruhot@advsol.com
Manager of Technical Support
Advanced Solutions International, Inc.
512-491-0550 x3255
I like to use 1st Call Resolution and Busy Percentage to gauge
how successful they are on the call and how much time they are
on the phone or available to the customer.
Busy Percentage = (ACD Time + Available Time) / Total Logged
Time
Example: 78.9% = (4.1 + 1.5) / 7.1
—Alan Kain alan.kain@alldata.com
Director, Customer Support
ALLDATA
916-478-3095
[Any other advice on this question? Please send an email to
membership director Jane Farber at jfarber@asponline.com, and
we'll post your feedback.]
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