I’ve always seen the best results when you have individual buy in from each member of the team. KPI’s are based on actual metrics that have proven results. A smaller territory is going to have a different goal than a major market, but every individual is needed to hit the team objective. Go through each plan and make sure you have 100 percent buy in from the entire team.

KPIs should challenge and motivate, not demoralize. At my old call center, we had targets that felt like ticking boxes, not driving progress. Unrealistic goals? They create burnout and turnover. The best KPIs are goals that stretch you—ambitious enough to push growth but achievable with focus. They need a purpose, tied to skills or outcomes, not just numbers. When your team sees the ‘why’ behind their targets and believes success is within reach, they engage fully. Balance ambition with realism, and watch your team rise.

To ensure your KPIs inspire rather than deflate your team, set realistic and achievable goals that highlight progress and celebrate wins. Encourage open communication and involve the team in the KPI-setting process to foster ownership and motivation.