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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


2020 Buyers Guide Recording

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
Geomant

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Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

3.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

4.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

5.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933
 



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
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