3 Benefits Of Monitoring Employee Performance

Why is it so important to monitor the performances of your employees? Most business owners and managers would likely phrase the question a different way: Why wouldn’t you monitor the performances of your employees? Naturally, you always want to make sure that your employees are performing at their best. And, this is certainly true within a call centre environment where there are many opportunities to assist phone reps thanks to the numerous calls they make every day.

Monitoring employee performance has many benefits. Here are three:

1. It assists new hires with getting over their learning curves.

It’s hard to dispute that the employees who require the most amount of monitoring are the ones who are brand new to your business. After their training periods, you’ll want to make sure that you are paying close attention to their progress, or lack thereof. On Chron.com, Ruth Mayhew explains that when a new hire joins your workforce, it’s imperative that you take measures to acclimate them to their new roles.

“Employers generally provide guidance and closer oversight during the employee’s first few months of employment,” she writes, “During this time, your employee will likely encounter a learning curve. Learning new processes, meeting colleagues, participating on work teams and becoming accustomed to company policies and rules consume a great deal of time. Effective department leaders observe new employee performance so any deficiencies can be addressed right away.”

2. It boosts employee morale which, in turn, boosts productivity.

It’s widely known that the happier the members of your staff are, the better they will perform their duties. By monitoring your employees’ performances, you demonstrate an active role in their development. This helps them to feel secure in their roles as employees in your company, knowing that you support their wishes to be important contributors.

Joan Henshaw of Performance Objective Now believes that monitoring the performances of your employees shows that you appreciate them. She notes that it demonstrates how important you consider their work to be and how much you value their contributions to your business. “After all, why would you bother monitoring employee performance if you didn’t think that performance was valuable?” asks Henshaw, “I guess you wouldn’t. When you monitor performance you pay attention to your employee’s work and that, in itself, is motivational.”

3. It helps to improve customer service.

The most successful business owners provide their employees with all of the tools necessary to perform their duties effectively. This includes ample product and service knowledge. That way, business owners can be confident that the individuals they’ve hired to communicate directly with their customers are well-versed and competent. As Mayhew puts it, customer service and employee performance are interrelated.

“When your employees provide excellent customer service, they are exceeding job expectations,” she points out, “The popularity of your service or product is based, in part, on the level of service your customers receive. For businesses that provide services, your reputation is based almost solely on your employees’ performance. When your organization identifies its goals, consider the impact of performance management and employee performance.”

At SIClytics, we proudly offer Live Call Monitoring services that help call centre managers and owners to easily and effectively monitor the performances of all of their phone agents. With our incredible Live Call Monitoring services, you can both listen to live calls and whisper on-the-spot feedback to your reps during their calls. For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

3 Ways To Treat Your Employees To Ensure Ongoing Success

Business presentation on laptop computer
With Halloween coming up in a few short days, the idea of “treats” is on the minds of many. And while you may have already decorated your office space with Halloween-themed decor and offered candies and chocolates to your employees, there is another type of “treat” that would benefit your business a lot better. It’s the way you treat your employees all year round that makes for a happy and productive staff!

So, as Halloween approaches, we figured it would be a good idea to remind you of the various ways that you can treat your employees to ensure your company’s ongoing success.

Here are three:

1. Show genuine concern for their professional and personal needs. It should never be lost on you that your employees are human beings. That means that they have feelings. It also means that they have both professional and personal issues that may require some assistance in handling. Now, it’s not your job to be a therapist. But a concerned and engaged business owner can do quite a lot to ensure that his/her employees are performing well on the job.

On Chron.com, Rick Suttle stresses the need for employers to take time to listen to their employees regarding their concerns. “Discuss various issues with each employee individually, such as conflicts they may have with you or other employees,” he advises, “Rectify conflicts right away by coming up with viable solutions. Use a mediator or arbitrator, if necessary, to handle conflicts out of your control.”

2. Regularly express your appreciation and gratitude. Reiterating the point that your employees are people, it’s important to never forget that they deserve credit for their accomplishments. Publicly acknowledging jobs well done is an excellent way to motivate, not just the high-performing employees, but their co-workers who will be encouraged to achieve the same accolades.

“A whole person does the job, not just half,” says Wendy Lea on Inc.com, “When you see your employees as whole people, they feel appreciated and supported. They’re filled with more potential motivation to excel rather than just doing the basics of what’s expected. Personal experiences lend perspective that encourages extraordinary contribution. I’ve seen first-hand how this extra ‘head room’ helps employees perform at levels beyond what anyone thought was possible.”

3. Be an open and approachable communicator. Employees need to feel supported in their roles. It’s important that you present yourself as someone who is genuinely interested in seeing them succeed. Making yourself available for feedback sessions and showing that you are willing to answer questions at any time will put your employees’ minds at ease. It’s a lot easier to do a job when you know that help is nearby.

Suttle agrees that you should communicate with your employees regularly. “Keep them informed of the latest updates and encourage them to keep you apprised of their progress on certain projects,” he recommends, “Compliment your employees when they do something exceptional. Buffer any criticisms with positive comments, especially when doing annual performance reviews.”

At SIClytics, we are big believers in providing employees with regular feedback. We offer Live Call Monitoring services that allow you to offer feedback to your phone agents in very innovative ways. The service lets you listen in to calls live and as they happen and also enables you to whisper information to your agents without being heard by the other parties. This helps to improve both employee performance and employee morale!

For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

5 Techniques To Offering Helpful Feedback To Your Employees

Close-up portrait of two handsome businessmen in suits having a coffee-break in office sitting at the table, with selective focus on one smiling businessman and another sitting back to the camera

Call centre managers, trainers and employers alike all have very important tasks on their hands each and every work day. They are tasks, however, that many business leaders don’t like all that much. Giving feedback can be hard to do. Some don’t like to provide it for fear of hurting feelings. Some simply hate the idea of wasting their time on employees who don’t seem to be able to perform their duties.

Neither should be a reason to avoid giving feedback. There are some techniques to offering it to your employees the right way. Here are five:

1. Strike while the iron’s hot. In other words, the second you see an opportunity to provide feedback, go ahead and do it. Arguably, there’s no better time to offer help than when a situation has occurred that requires assistance. When you let too much time pass – even a day – your memory will fade and the impact of your advice won’t be as strong. Providing feedback during critical moments is a great way to improve performance immediately.

2. Use the sandwich approach. If you’re afraid of bringing down employee morale, be sure to sandwich your negative feedback between two pieces of positive feedback. Here’s an example: “I really like the tone of voice you use on your calls. You make clear that you’re very friendly. However, I’d like you to try slowing down the pace of your speech so that you can be heard better. You’re putting in a great effort, keep it up!”

3. Encourage questions. One of the best ways for your employees to get the most out of the feedback you give them is for them to request it. Encourage your team members to ask questions about their own performances so that they can keep themselves on their proverbial toes. The more inquisitive they are about their job performances, the more likely they will be to improve upon them. Be sure to present yourself as open and approachable to foster such comfort.

4. Be crystal clear with expectations. To get the best performances from your staff members, they’ll need to know exactly what you’re looking for. In many cases, you’ll have to do more than simply say “you need to get your sales numbers up”. Instead, the communication of more specific expectations such as “I’m looking for you to increase your sales numbers by 15% this month” is necessary.

5. Remember that feedback is positive too! Don’t confuse the word “feedback” with “criticism”. Your employees need to know how well they’re doing even more than they need to know about what they could be doing better. Never hesitate to offer words of praise to employees who are performing exceptionally well. It can be argued that the more positive feedback you give, the more successful your team of workers will be. Happy staffs are productive staffs!

At SIClytics, we can help you to provide feedback to your team in ways that were once unheard of. We offer Live Call Monitoring services that allow you to instantly listen in and whisper feedback to your phone agents when they are on the phone with their customers. You can even “barge” into live calls as they’re happening. As well, our Live Call Feeds service allows you to visually monitor call activity as calls are happening!

For more information about these great services, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.