Conducting quality control of managers' work without creating a department

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So, you have realized that the company has an urgent need to control the quality of personnel work, but you are not ready to form an entire department for these purposes.

Solution #1: Binary Evaluation

This is the simplest and most efficient thailand business email list way to evaluate the task's completion: give zero points for an uncompleted item and one point for a completed one. However, it will not give a full picture of what is happening, only a brief summary.

Solution #2: Weight in the list

This method is also intuitive and simple: just make a checklist and rank each item by its impact on the final result. So, greeting the client is, of course, important, but it is much more important to work through their objections or move on to the next stage of the sales funnel.

Several calls are assessed using this list (let's say 25), then the points scored by each manager are summed up and divided by the total number of his calls - this will be the employee's average score for the day.

It is advisable to set an average passing score for managers. For example, if an employee selling cars does not score 45 points, he is suspended from working with this client and sent for re-certification; an indicator of 46-75 points means that it is time for the manager to study some topics (where he has the lowest scores); 76-100 points - everything is great, the employee continues to work in the same style.

Solution #3: Four-parameter assessment

This method is more complicated: not one parameter is used, but several. This is the maximum score (the employee receives it for the ideal, without comments, fulfillment of the points from the checklist), average (there is something to work on, but in general the standard is met), minimum (for unfulfilled points, which the employee has not even started).

And the last criterion is “inappropriate”: these points do not require evaluation (for example, if a sales employee asks a client calling the company whether he can talk now).

This method provides a more complete assessment of the quality of work, allowing you to track both compliance with standards and the percentage of errors for each employee.

This method can be used to evaluate not only calls, but also the fulfillment of standards (by number of meetings, calls), the quality of filling out CRM. Such control tools as a secret call, a secret shopper or video surveillance also belong here.

The main thing when choosing methods for monitoring the quality of the sales department is the current tasks. For continuous monitoring and data collection for analytics, one set of tools is required, while for one-time reconnaissance, another set is required.