Performance measurement is an important pillar of an organization's management control system, and while these pillars are consistent, each business is likely to use different approaches for each one. Performance measurement is the fourth pillar and is an anchor in the process. Which of the following is representative of effective performance measurement in a call center environment?
A) Assign the most challenging calls to the newest employees to motivate them.
B) Clearly communicate call center goals using posters and management correspondence.
C) Give feedback about performance on an annual review.
D) Make sure employees know all calls are recorded and reinforce the consequences for missing targets.

Question

Quizplus · Accepted Answer

This question requires familiarity with performance measurement and how to effectively implement it. Choice B is correct because the call center communicates their goals and expectations frequently and places reminders in locations where all employees will see them. The remaining three choices are incorrect because they are not effective for affecting performance in a call center setting and could create a negative environment.

Performance Measurement Is an Important Pillar of an Organization's Management