This can be measured by a simple review of call reports . It might mean one thing to the manager, but something entirely different to the rep. It is simply impossible to measure this since the rep might consider 10 calls significant and the manager might consider nothing less than 40 to be significant. As a result, there is no basis for holding the rep accountable for this expectation. In order for the employee to feel compelled to meet expectations, there need to be consequences .
Consequences can be positive or negative.
This incentive becomes a consequence of sorts. Obviously if the targets are not hit, no bonus is paid and that is a consequence. But there can be other consequences as well. At the very least, the manager must meet with the rep to discuss the reasons for missing the target. And in other cases, especially when a rep has a history of not meeting expectations, there can be written warnings, suspension and even termination.