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Glossary

What is Performance Standards?

Performance standard is defined as management-approved expression to specify and quantify performance thresholds, performance requirements, and performance expectations that must be met adeptly to ensure efficient accomplishments of business specific functions.  These standards are primarily used in employee performance plan, and all the critical elements that can quantify employees, performance are included in the standards.  Performance standard helps businesses in analyzing the performance of employees, and how much their performance and efficiency have deviated from specified plans.  Using these standards, companies can make efficient performance-based appraisal decision.

There are plenty of call center service providers as well as business vendors that make use of performance standards to help the employees develop exhaustive understanding regarding their duty and responsibilities.  This way, call center service providers educate their staff regarding the significance of maintaining performance thresholds, requirements, and expectations.  This certainly helps in accomplishing outsourced business functions adeptly, besides ensuring proficient outcomes and results to clients.  To ensure the same, performance standards must be measurable, realistic, and objective.  As this is quite a trick task to write performance standards, plenty of businesses seek assistance and guidance from outside companies.  More importantly, performance standards should also include the critical measurable items required to appraise performance.  Therefore, call center India ensures measurable performance standards.  This helps them in not only monitoring the overall quality standards of call center services.  To ensure efficient performance standards, call centers in India pay special attention to:

Quality: This refers to accuracy, effectiveness, and relevance of business information that call center agents share with customers.

Quantity: This is somewhat related to telemarketing firms or outbound contact centers, as the performance of agents in outbound call centers is evaluated on the basis of quantity of sales.

Time: This refers to how quickly an agent has provided efficient solutions to customers through services rendered by inbound call centers or outbound call centers.



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