THE UPS AND DOWNS OF PERFORMANCE MANAGMENT – USING A BELL CURVE
5 years ago Hutch Morzaria 0
With any business, not only do you need to ensure that you have the appropriate number of agents to deal with the incoming issues, but you also need to ensure that these agents have the right skills and abilities to handle the volume that they get. You are forced to juggle resources based on the type of issues you might get – based on your historical trends – but you also need to always keep in mind the SLA you are offering to your customers and partners.
Phone calls & online chat need a significantly higher response rate than emails and the volume of issues while it can be planned for, can never account for emergencies and issues outside of your control (this is why they are called emergencies!)
How to Create Performance Bell Curves
Bell curve graphs are called histograms. By reviewing individual performance (let’s take output as an example) and grouping it together across your team you will have a simple scale that graphed out shows a distribution. A normal distribution will have equal numbers on either side with the bulk of your team grouped in the middle.
Now this can be done for quite a few of your KPIs (calls handled, average talk time, speed to answer etc…) and the more data of this nature that you add to your employee scorecard the better as graphical representations are extremely powerful and can tell you at a glance how an employee is “doing” in comparison to his peers.
What gets measured?
Understanding Bell Curves
Remember if your skew is towards the lower end of the scale you have a problem that you need to address immediately! Depending on your customer base and type of business this might be fine for you – those on the low side could be your slower performers with regards to output, but conversely, your higher performers in relation to customer retention just because they spend more time with each customer. However assuming that this is NOT the case and that all you are interested in is output, your goal is to “skew” your employee’s output towards the higher end of the scale. This can be accomplished through training – both technical, and product – as well as feedback from other more senior staff.
How does the Bell Curve impact staffing?
At its simplest, it doesn’t … however what you need to take into account when scheduling that coverage on a holiday or even earlies and lates, is the quality of the team doing the work. The Bell curve analysis helps you put that into a very clear picture and by combining multiple different curves on a single graph it is sometimes very obvious who your lower performers are.
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