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.