Performance tracking tools are essential in any business to ensure compliance and delivery.  With the implementation of any advisor adherence system or the desire to improve output, it is necessary to track and monitor performance.  The old adage of 'you can only improve what you control & you can only control what you monitor' holds good in any circumstances.

If we take the following targets for staff, we can see how we can approach tracking on an exception basis:

Ready 75%

Not Ready 25%

The main work activity mode, which will require close attention, is Wrap.  This is where staff may extend their breaks or go AWOL.

Good practice is, therefore, to track Wrap on a weekly-exception basis.  This means your MIS or CC Analyst will provide exception reports, identifying all staff over your threshold limit.  Whilst the Wrap target above, is 15%, with any implementation, output achievements initially, will be greatly above this, particularly where these work modes are being measured for the first time.  It may, therefore, be prudent to start the exception reporting at 20% Wrap, moving down to target threshold in due course (see TOOLKITs Advisor Tracking).

As Wrap achievements approach target levels, stage 2 sees exception reporting covering Wrap and Ready.  Exception reports would cover staff with Wrap over 15% and Ready, under 75%.  It is the possible to increase Ready targets if your call dynamic metrics allow.

Exception reporting on this basis allows you to focus on staff, who will probably give you the biggest headache and are of high maintenance.  It is always worthwhile incentivising any implementation, this often proves targets are achievable.