Probation Reviews

Documentation for Documentation's sake?

What are you trying to accomplish here?  What kind of work are you doing?

Remember that you'll tend to get whatever you measure.  You say this is a startup, and in my experience startups need ideas, and the ability to turn ideas into revenue generating activities.  I don't see either of those on your list.

If this is a list for a receptionist, it might be a good start.  If this is a list for a software guy, it doesn't make sense at all.  If it's the list for a call center person, it's half good and half slightly crazy.  People care a lot about how receptionists look, and a receptionist needs to show up on time and be there when your customers expect them.  Pretty much nobody cares how a software guy looks, and you'd pretty much prefer they keep working on whatever schedule makes them effective.  (That's true of any designer, be it cars, fashion, or ad copy.  People design when they understand needs and have good ideas, not when the clock says "start being creative" and "stop being creative.")

How do you measure "personality?"  You can identify specific behaviors you want to see from people, particularly around teamwork, but you want diversity of background, experience and yes, personality, in your team.  Monocultures are for feed crops.  (And we're learning they aren't so good there, either.) 

Finally, if this is for a startup, why do you need "probation review" documents?  How did a startup get big enough to need paperwork as a substitute for communication with senior managers?

md-144

Customer Service/Contact Centre

Thanks md-144, you make some very good points.

The company I am working for has just been started up on the back of siging a deal with a national retailer offering installation services for their products. Initially only air conditioner intallations will be on offer however the service will open up to include things such as home thearter and gas heating. There are 100 stores nationally however to get all processes correct we are currently only servicing 4.

The role I am looking to complete the probation review for is a CSR in a contact centre.

The team is only a team of 2 at the moment but we are planning to be servicing all stores within 6 months so there is going to be massive and growth quite quickly. I think it is important for each new employee to have clear goals and objectives over their probation period.

You are definitely correct about the appearance and personality comments. I'll have to rethink what I am trying to achieve there.

Thanks

Jamie

Ah, that makes more sense.

Okay, now I think I understand better.  I suggest you start by listening to these:

http://www.manager-tools.com/2007/12/how-to-set-annual-goals-part-1-of-3

http://www.manager-tools.com/2008/01/how-to-set-annual-goals-part-2-of-3

http://www.manager-tools.com/2008/01/how-to-set-annual-goals-part-3-of-3

Then recast your list around the specific things you want to people to do.

Does the CSR arrive on time?  Are they at the call desk (or whatever you call it) ready to start taking calls on schedule?  Do they miss more than some specified number of days?  Do they notify supervisors as required in advance of absences?

Do CSRs communicate well within the team?  Do they document calls consistently, highlight information of interest to the team, and alert managers of problems?  Do they ask for and offer help appropriately?

On thing I see missing here is a focus on their real work.  I wouldn't be terribly interested in the appearance of a call center person, unless it was slovenly or otherwise distracting, or unless you're using a uniform because they see customers.  (The guys I use for HVAC at my home all wear the same tailored, company-logo shirts and dark denim pants.  They tell me the managers and call center people wear the same shirts, but khakis or dress slacks.)  Give people feedback on things like neatness and dress so they know why you think it matters, and talk to them in one-on-ones.  (You are doing one-on-ones, right?  You are giving feedback using the model?)

I would be interested in how you want them to behave on the phone.  Do they answer promptly?  Do they use their name (a pseudonym is fine) and thank the caller for calling?  Do they smile when they answer?  (Yes, I can hear a smile.)  Listen to the John & The Gate Guard example, and then go look at what makes a person effective in your contact center.

And again, keep in mind that the skills for installers may be different than for call center people, yet they will also be dealing directly with customers, so they should be smiling, introducing themselves by name and saying thank you for the business.

Good luck growing your business!  This is a great time for it, with the economy starting to improve, lots of talent available, and things like office space pretty cheap.  Build it now and ride the cycle.

md-144