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Why You Should Stop Nit-Picking Your Call Center Rep’s Work - Customer Service Talk - ContactCenterWorld.com Blog

Why You Should Stop Nit-Picking Your Call Center Rep’s Work

Well, the best reason to stop is because it doesn’t work. It doesn’t help you achieve your long term goals. It just makes everyone in your call center miserable.

Nit-Picking has long been the standard in Call Center’s quality coaching programs. By that I mean sitting down with your rep and reviewing line by line everything they did wrong in a call. The theory is they will go back to their desk and make ALL the necessary changes.

What really happens is your reps feelings kick in and they are unable to make more than small steps forward. They become frustrated, believing that you are unsatisfied with their work. Who wants to work for a boss who is never satisfied? Or they feel overwhelmed because the mountain of effort is too high to make all the changes you discussed. And the response to overwhelm is usually to do nothing.

So what should you do?
  • Start with positive reinforcement. Tons of it! Encourage your reps to keep doing the things that are working. Celebrate small improvements together. Research shows that when someone is feeling positive their productivity goes up. If you want your rep to improve their quality performance feed that positive feeling.
  • Focus on one big rock. Pick just one or two things that you want your rep to work on. Choose them based on the total impact it will have going forward. Don’t even discuss the rest of that Nit-Picky list you have as that discussion only confuses.
  • Provide Support for that one big change. You will love how much easier that will be for you as the coach! With your crazy schedule, you are more likely to find time to help your rep make one change compared with helping them with a dozen changes. If you are both focused on just that one thing, change will happen. Help your rep improve one change at a time!

​Gallup Research found that when employees are highly engaged, they will outperform those with low engagement. Productivity goes up 21%, Customer Ratings go up 10%, and Turnover drops at least 25%. When your reps feel good about their progress and believe their boss feels good about their performance their engagement level goes up. And then performance goes up. 

 

 

Want to do more to keep your reps engaged? It all starts with your training program. Click here to check out this post
How Great Call Center Leader's Make Training Stick

Image courtesy of Stuart Miles at FreeDigitalPhotos.net

Source: http://www.customerservicetalk.com/blog/why-you-should-stop-nit-picking-your-call-center-reps-work

Publish Date: March 4, 2016 5:00 AM


2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 



View more from Customer Service Talk

Recent Blog Posts:
Can 10 Seconds Make or Break a Customer Service Call?November 3, 2017 5:00 AM
How Focusing on JOY Can Change The Energy of Your Call CenterJanuary 29, 2017 5:00 AM
Who's your Mama? It's Not Your Boss!May 8, 2016 5:00 AM
Does Your Call Center Have A Problem Like Maria?April 14, 2016 5:00 AM
Do You Know Your Passion?March 21, 2016 5:00 AM
Why You Should Stop Nit-Picking Your Call Center Rep’s WorkMarch 4, 2016 5:00 AM
6 Steps to Deliver Super Sticky Results from Your Call Center Training Programs!February 12, 2016 5:00 AM

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