Performance and compensation management

Agents rostered once shrinkage is added
117.6
Workload in the interval, hours
35.00
Agents the raw workload needs
70.00

The numbers on this page come from the inputs you enter and the method stated: 3,600 seconds to an hour, 52 weeks to a year, twelve months to a year, and nothing else. No industry shrinkage figure, no occupancy benchmark and no assumption about your attrition; every one of those is yours to enter.

Performance and compensation management is the pairing of two cycles that most employers run as if they were one: the rating cycle that judges how the year went, and the pay cycle that decides what happens to salaries because of it. Running them together is efficient and it is also where most of the trouble starts, because a rating that decides money is held to a standard a rating that decides nothing never is. This page is about sequencing the two so that neither corrupts the other.

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Run the rating cycle to a close before the pay cycle opens

If managers know the increase percentage while they are rating, the rating becomes a way of reaching a number they have already chosen. Closing the ratings first, then applying the matrix, keeps the judgement about the work and makes the pay step arithmetic rather than negotiation.

Calibrate across managers, not within teams

Consistency matters most between managers, because that is where an unfair difference becomes visible. A calibration session with the managers in a room comparing their own distributions is the cheapest way to find the outliers before the money is attached.

Apply one published basis to everybody

A matrix, a rule for promotions and a rule for people below range, written down and applied the same way in every team. Exceptions are fine as long as they are recorded as exceptions with a reason, which is what stops them quietly becoming the new rule.

Reconcile the total against the plan

The increases land on the headcount plan as next year's cost, so the round is not finished until the plan carries the new numbers. That is the point at which a generous-looking round turns out to be affordable or not.

Will it do what you need for Performance and compensation management?

Tell us how your team plans its staffing today and where the number gets argued; a person who has built one answers.

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Performance and compensation management: common questions

Should ratings and pay be discussed in the same meeting? Usually not. People stop hearing the feedback once a number is on the table, so most employers separate the conversations by a week or two even when the cycles are joined.

What about people who are new in role? Pro-rating by time in role is the common answer, with a written rule rather than a manager's judgement each time, because this is the exception most likely to look arbitrary.

Where do the numbers live afterwards? On the plan. The point of joining the cycles is that the pay outcome updates the headcount cost, which is the figure the next planning round starts from.

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