The biggest cause of turnover in the contact center industry is Negative FEEDBACK and everybody still does it! Why ? ? ?
Usually I do not use words like “sucks” but I want your attention on my intention. Thank you for opening this blog. I want to help you be able to help the agents enjoy their jobs more. I want companies to retain their agents and have much less turnover, and of course, I want everyone to use The Positive Coach Approach.
Feedback simply doesn’t work when it is negative. Agents don’t ever quit their job. They quit their supervisor, their manager, their coach, or their quality call checker.
It seems people would rather be RIGHT, than happy.
Supervisors are racking their brains for a new formula, a new way to correct, a different way to “hold people accountable.” What they really want are results that work for everyone; the Customer, the Company, and the Agent. When applying feedback or monitoring using computer based bots, or when supervisors threaten with bad grades or poor quality assessments, they have forgotten that the agent is one of the three components to the equation. I do know that they mean well…
This type of simplicity is very difficult for complicated minds. The technical methods are holding us hostage.
What do we want?
- A happy atmosphere where people thrive and create a safe environment for the customers, and are wide open for the opportunity to sell something of value to the customer. This way everyone thrives; […]