The overall objective of this two-day workshop is to explain the role and importance of setting performance targets, measurement, assessment, review and the development of individual action plans as key components in the process
of performance management and appraisal in Call Centres.

It will provide participants with a better understanding of the performance management cycle from an appraiser
and appraisee viewpoint and to be aware of the linkage of the overall business objectives to individual employee's objectives. It will specifically impart the skills needed for communicating performance feedback
and overall assessment between the appraiser and members of staff. This will include skills in developing staff for better performance , recognizing staff performance gaps and identifying training needs.

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