Are you caught in a Vicious Cycle that damages your self-esteem or the self-esteem of your Agents? The cycle can look like this.
This is a Vicious Cycle of Negativity
I hear something wrong on a call, I get Quality to Agree it is bad. I send out a graded form that tells the Agent what is wrong with the way she handled an issue or a person. I set up a feedback session disguised as a “coaching” session. In the meeting, I make sure the Agent sees the error of her ways. I tell her how to do it right, or how we did it in my day. I tell the Agent to fix this for their next evaluation. I hope they are repentant and willing to take the constructive criticism well and mend their ways. I watch and listen for improvement and wonder why I don’t hear or see much improvement. I am frustrated. (BTW so is the Agent and now lacking self-esteem)
This is a Vicious Cycle of Positivity
I hear the Agent make an error on a call. He said something that doesn’t please the Customer. I ‘think’ that Agent needs more confidence and maybe a lesson on Handling the Upset Customers. I am the COACH and I am responsible to help the Agent improve. AND, to give him acknowledgment and show my “confidence in him.” I set up a time to meet with the Agent for a coaching session. We listen to the recorded call. I mention that […]