4 Steps to Monitoring Team Performance

Rex

Step 1: Set Goals, Processes, and Performance

Guidelines
The first step in monitoring team performance is to determine exactly what you are
monitoring. To establish this, you have to go back to what your goals are, and what
processes and tactics you are implementing in order to achieve those goals.

Example: Sales
If your objective is to utilize CRM software and processes to help increase sales, your
end goal may be to increase sales by 25% this year. But achieving this requires setting up
smaller, daily/weekly/monthly objectives, processes and tactics for sales staff to
implement on every lead and deal they’re working on. So the key tactics and performance
guidelines you may implement to achieve your sales goals may look something like this:
• Follow-up on all leads within 24 hours
• Make at least five attempts to reach each lead
• Qualify all leads with 10 standard questions to determine needs
• Utilize proven, step-by-step sales methodology for all qualified leads, to ensure a
higher win ratio
The exact tactics and numbers you use may be different, but the purpose here is to set up
specific expectations for staff that makes achieving goals tangible and manageable.

Example: Customer Service and Satisfaction
On the other hand (or at the same time), your goal in utilizing CRM software and
processes may be to help improve customer satisfaction in order to increase repeat
business. For customer service staff, their performance in helping to achieve these
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corporate objectives can be boiled down to key daily guidelines for handling customers.
The key performance guidelines to achieve this may be:
• Resolve 80% of issues on the first call
• Resolve key account issues within 24 hours
• Resolve all other issues within 48 hours
With these types of clearly-defined processes and performance expectations in place, the
first step is complete in monitoring your team’s productivity and performance in these
areas.