Understand How Employee Performance Metrics Relate to Desired Business Outcomes

Recruiting managers responsible for hiring frontline service, support, and sales employees consistently face challenges hiring the right people. As a recruiting leader responsible for frontline job hiring, how do you make sure that you are hiring the right people into your organization? Drawing from our eBook – 8 Steps to Better Frontline Service, Sales, and Support Hiring, we discuss each of these eight steps separately. In our first post, we discussed the importance of understanding the desired business outcomes. In this post, we discuss the importance of linking employee performance to your desired business outcomes.

Understand which performance metrics relate employee performance to achieving the desired business outcomes

Hiring managers need to understand what performance metrics provide the insight into whether the employee is meeting the desired business outcomes or not. The key is to make sure that alignment between the business outcomes and performance metrics exists. The performance metrics link the frontline employee’s performance against the business outcomes. For example:

  • If the business outcome is to drive additional top line revenue, then a sales yield performance metric might be critical to measure and track.
  • If the business outcome is to reduce customer churn to protect existing revenue, then performance metrics like customer satisfaction (CSAT) or issue resolution are important to measure and track.
  • If the business outcome is to reduce operating costs, then schedule adherence is an important business metric to measure and track.


Leave a Reply