Measuring the performance of employees is an issue of importance no matter what industry you are in. In relation to debtor trace performance of agents needs to be monitored from many angles, as to judges agent success on productivity alone will inevitably lead to a reduction in quality of work.
There are two areas to performance monitoring, firstly, you need to be able to collect data. Secondly, you need to be able to analysis the data as it doesn’t matter how much data you collect it is what you do with it that matters. Recent research has shown small bonuses often beat large bonuses sparingly when it comes to getting the most from your staff.
“If you are not moving forward you are going backwards”
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