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The Power of Focusing on Your Middle-Performing CSRs - The Connection - Blog

The Power of Focusing on Your Middle-Performing CSRs

Managing a large group of call center agents with varying skill levels is not easy. If only all your customer service reps were really great at their job! Unfortunately, that is not generally the case. Most groups of agents could be graded on a curve, with clear highs, lows, and middle performers.  

To boost overall performance, managers tend to zero in their two easiest targets — the best and least productive folks. It is easy to praise and reward your top performers because it only motivates them more. And it may seem like the lower performing agents are low hanging fruit, where any improvement from that group would move the needle.

However, let’s think for a moment about your middle-performing reps. Like the proverbial middle child, they tend to be ignored. But overlooking them may mean you are missing what might be your biggest and best opportunity to improve performance and thereby customer satisfaction. In fact, the Harvard Business Review recommends not just remembering your average performers but focusing your improvement efforts on them.

Why Focus on Your Middle-Performing CSRs?

Ignoring those in the middle allows them to remain average. That does not help customers, and it does not help your bottom line. It can even send a negative message to those agents actively trying to improve their work, suggesting that quality is not important. If average is OK, why bother to do more?

The problem with average is that it gives your customers the opportunity to find a better experience elsewhere, turning them into a lost customer (and therefore lost revenue).

Plus, consistency is critical. The goal is for every Agent is to deliver essentially the same, HIGH QUALITY experience, because a Customer who receives reliable service is a much more reliable Customer! Let’s not “wow” him/her one moment, and disappoint the next.

How Can You Lift Up Your Middle Performers?

Of course, you want to continue encouraging, training, and rewarding your top reps so they will keep up the good work. But also give your top reps an opportunity to share the wealth.  

  • Invite your best reps to help mentor and train their co-workers, especially newer people who don’t have the same level of company and product knowledge.
  • Fostering an atmosphere of teamwork rather than only focusing on individual competition will encourage everyone to do better and reach common goals. So, encourage your Agents to share the ideas and approaches that are helping them deliver great customer service experiences.
  • Coaches should feel empowered to spend more time doing side-by-sides with middle performers. This is the group that will most appreciate the attention, and will most likely respond positively. If you have automated speech analytics, you may well see improvements on a daily basis as a result of these side-by-side sessions.

Keep Helping Those Who Need it Most

Most people want to do a good job; some simply need more guidance and attention than others. By focusing on your middle performers while continuing to support and involve the best and narrowing the field of low performers, you can develop a team that delivers higher quality and more consistent customer service experiences. With the right combination of training, coaching, and positive feedback, your customers will be happy with the results.


Publish Date: September 18, 2018 5:00 AM

2020 Buyers Guide Customer Relationship Management


Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation

& several other capabilities

eGain Corporation

eGain Solve™
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.

MFE International

Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.
PH: 96386615


A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.
PH: +44 345 0181 070


Trendzact CRM
Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
PH: 3854343250

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