Step 2. Formation of the KPI matrix
Posted: Sun Jan 12, 2025 5:02 am
After defining the most important KPI indicators, you should move on to identifying indicators that will indicate the efficiency of employees. In other words, you need to identify standards that will act as goals for employees for a specified period of time.
Step 2. Formation of the KPI matrix
Source: shutterstock.com
These standards should be aligned with the overall strategy of the enterprise and are usually divided into monthly, semi-annual and annual. However, you can also set other time limits that better suit your specific activities and goals.
It is extremely important that uruguay phone data the standards are not excessively high. They should be drawn up without going beyond the limits of what is possible, because otherwise the company employee will simply not try to achieve the exorbitant plans. Experts recommend consulting with the end specialists of your organization, since they are the ones who can give the most sober assessment of the standards set.
The following KPIs are most often used in the B2B model:
Cash flow per employee or department.
Conversion of requests (applications/calls).
Traffic of requests (applications/calls).
Profit per employee or department.
The share of customers from previous periods in orders for the new period (customer retention).
Number of new customers attracted, etc.
The following KPIs are widely used in the B2C sphere:
Objection processing time.
Number and volume of sales.
Workflow compliance with scripts (based on hidden checks).
Service level (through customer feedback and mystery shopping).
Average bill.
Conversion of consultations/requests, etc.
All these KPIs for B2B and B2C models can be defined both for an individual employee and for the department/division as a whole. Now it remains to build a KPI matrix.
Step 3. Creating a motivational program for employees
To motivate specialists to fulfill the plan, only one method is applicable - reward. The motivational program should be based on the management style in the organization and can include both material and non-material methods of encouragement.
For example, in addition to bonuses, an effective employee can expect to receive the status of “Best Employee of the Month,” undergo free training, participate in corporate trips for effective employees, etc.
Step 2. Formation of the KPI matrix
Source: shutterstock.com
These standards should be aligned with the overall strategy of the enterprise and are usually divided into monthly, semi-annual and annual. However, you can also set other time limits that better suit your specific activities and goals.
It is extremely important that uruguay phone data the standards are not excessively high. They should be drawn up without going beyond the limits of what is possible, because otherwise the company employee will simply not try to achieve the exorbitant plans. Experts recommend consulting with the end specialists of your organization, since they are the ones who can give the most sober assessment of the standards set.
The following KPIs are most often used in the B2B model:
Cash flow per employee or department.
Conversion of requests (applications/calls).
Traffic of requests (applications/calls).
Profit per employee or department.
The share of customers from previous periods in orders for the new period (customer retention).
Number of new customers attracted, etc.
The following KPIs are widely used in the B2C sphere:
Objection processing time.
Number and volume of sales.
Workflow compliance with scripts (based on hidden checks).
Service level (through customer feedback and mystery shopping).
Average bill.
Conversion of consultations/requests, etc.
All these KPIs for B2B and B2C models can be defined both for an individual employee and for the department/division as a whole. Now it remains to build a KPI matrix.
Step 3. Creating a motivational program for employees
To motivate specialists to fulfill the plan, only one method is applicable - reward. The motivational program should be based on the management style in the organization and can include both material and non-material methods of encouragement.
For example, in addition to bonuses, an effective employee can expect to receive the status of “Best Employee of the Month,” undergo free training, participate in corporate trips for effective employees, etc.