hi,
i have been training agents and developing there skills over the last 3 years i ahve now got to the stage were:
the agent is meeting all objectivies and receiving 98%
or
the agent is not achiving their objective at all over a long time.
what should i do next?
Hi Lee-roy
You would then need to take the tough decision as to whether the people not achieving their goals are adding enough value on other levels to want to keep.
For those not achieving it is important to put in a performance improvement plan. This could include short term goals that you expect them to achieve as well as additional support to help them do this.
Set a timescale for how long the plan should last - say 12 weeks with a review at the end of every 4. If the person is failing their targets badly at the end of the first review period you would then need to decide whether or not to continue the support or begin the first stage of your disciplinary process.
Hope this helps
Jo
I agree with Jo. As hard as it is if they are not performing after a PIP is in place and retarining then they have to go. Corny as it is a chain is only as strong as its weakest link. The team may even be greatful to see them go provided the process is seen as fair.
John
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