Monitoring and performance assessment in the MR Industry
Thursday June 28, 2007
The NUW stress and anxiety survey asked employees to speak about their experience of company monitoring and performance assessment.
Many interviewees believed that company monitoring and assessment was too simplistic, and did not offer enough positive feedback:
“Our performance in the main is judged by number of calls divided by number of surveys.”
“They expect us to get a high strike rate everyday but never give a lot of praise if you do well.”
“They should try and give credit for those who make good call backs and are trying hard everyday with their preamble and demeanour.”
“Look at overall stats everyday and judge by those rather than just interviews achieved.”
“Quality – not just quantity.”
The consensus from respondents was that while monitoring has a role in the workplace, it has become a source of undue stress and anxiety. As such it should not be used to discipline and intimidate employees. Instead, it should be used to train, encourage and support employees.
As a result of the survey, the NUW has proposed the introduction of an Industry standard relating to monitoring and performance assessment. It is hoped any future standard will include the following:
- Monitoring should only be used to train, encourage and support employees
- Employees should always be informed when they are being monitored, and for what purpose
- Assessment should take into account qualitative factors
- Procedures for fair and effective grievance raising and problem solving in relation to monitoring processes.
Last modified 2007-07-03 02:42 PM
