Performance Monitoring

III. Ongoing Training and Performance Management

A. Checklist: Performance Monitoring

Daily Tasks:

Review each call using 15 data points
Score calls and record metrics
Identify patterns of inefficiency

When Inefficiencies are Found:

Assign relevant video training modules (First Occurrence)
Schedule one-on-one training (Second Occurrence)
Document actions taken and outcomes

Flowchart: Addressing InefficienciesB. Flowchart: Addressing Inefficiencies
        Monitor Calls Daily
        Listen to calls in BatchDialer
Review Calls Using 15 Data Points
Score Calls and Record Metrics
Identify Patterns of Inefficiency?
No
Continue Monitoring
Yes
First Occurrence
Assign Relevant Video Training Modules
Document Actions Taken and Outcomes
Monitor for Improvement
Inefficiency Resolved?
No
Second Occurrence
Yes
Continue Monitoring
Schedule One-on-One Training
Document Actions Taken and Outcomes
Monitor for Improvement
Inefficiency Resolved?
No
Reassess Employment
Yes
Continue Monitoring