Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Article : 3 Steps For Holding Team Members Accountable

#contactcenterworld

Author: Marc Carriere, Managing Director, Marketing Tactics Pty Ltd

Holding team members accountable for their achieving their targets and KPIs helps maintain performance levels up to at least minimal standards to ensure quality customer service or sales.

If team members aren’t regularly held accountable for their targets and KPIs, not only are you sending a sign of weakness in your leadership, it’s more difficult for you to provide recognition or coaching.

Holding team members accountable for achieving their targets and KPIs is linked to higher performance and increases their commitment to the team and overall morale. And, what happens when there’s no accountability? Easy answer - it damages the team!

Tolerating missed targets or KPIs, lack of punctuality or unfinished work without addressing these behaviors creates the impression that they are no big deal. People learn that missing their targets or KPIs or consistently being 10 minutes late for their shift is okay. Your team suffers because having a team member who isn’t meeting their commitments and isn’t being held accountable causes frustration and disengagement with the rest of the team.

Two of the biggest reasons why team leaders resist holding team members accountable is simply because they’re not comfortable doing it or they simply don’t have a clear process for doing it.

....NOTE - content continues below this message


INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

To make sure you are consistently holding your team members accountable for their performance, religiously follow these 3 simple practices:

Firstly, set clear expectations. Quite often, the reason you aren't getting the best performance from your team is because you're not crystal clear about what you want them to do.

Setting clear expectations is the core of holding your team accountable! Setting clear, measurable goals makes it unambiguous about what is expected from a team member. If you both agree on what their goals and KPIs are, it’s much harder for them to argue about them later when they fall short, and it makes sure they understand their accountability from the beginning.

The second thing you need to do is follow up regularly. As obvious as it seems it's amazing how often following up with team members gets overlooked whether that’s because of all the fires that need to put out every day, or just because it can be uncomfortable discussing poor performance.

One habit you need to develop is regularly meeting with each of your team members at least every two weeks for 10 to 15 minutes to discuss how they’re performing against their targets and KPIs.

Yes, that might mean spending a few hours in these meetings. But the payoff is that you create alignment and can get them back on track moving in the right direction with more coaching if they need it, or patting them on the back for doing really well.

If you meet with them regularly you'll find they’ll come to the meeting prepared to discuss their progress rather than coming up with excuses.

Thirdly, be honest and share the brutal truth. It doesn’t help anyone tip toeing around a situation. You need to give them honest corrective feedback, when necessary.

That doesn’t mean slamming them for falling behind. Simply give them the facts, explain what they’re expected to do and find out if and where they may need help. And, if they need help give it to them with more coaching or training.

Now accountability isn’t just about holding your team accountable, it’s a two way street. You need to be accountable for following through and getting done what you said you’d get done.

It’s recognizing that your team members are dependent on the results of your work. It’s about open, proactive communication to keep team members informed of where you are with your commitments because it has a direct impact on their ability to achieve their targets and KPIs. It’s taking ownership and initiative, doing the right thing for the team and taking responsibility for results - it’s the opposite of passing the buck.

Trust is the backbone of high-performing teams. When team members see that you are truly accountable and take ownership of the team’s results, you’ll earn their trust. They’ll trust you to do the right thing, and that you’ll do what you said you’d do.

Once you’ve earned their trust they’ll work to earn yours. So, work on your feedback skills because it’s one of the most important things you need to do as a Team Leader. Feeling ignored by not giving feedback is one of the most demotivating things you can do to your team.

And, keep track of your commitments and hold each other accountable.

If you make a promise to provide more positive feedback or coaching, make sure you schedule it and hold yourself accountable for delivering on it, and if a team member commits to something make sure you have a way to check-in it to keep them accountable.

#contactcenterworld


About Marc Carriere:
With worldwide executive experience managing Call Centre teams that have won 3 Silver and 3 Gold ‘Ardy’ awards, consulting with businesses mentoring and coaching their Call Centre Leaders and having owned a call centre himself, Marc is well aware of the difficulties Call Centres face consistently meeting their monthly targets.

About Marketing Tactics Pty Ltd:
Company LogoI help people responsible for running Call Centers develop a proven, practical training program that creates amazing Team Leaders who coach, nurture and lead winning teams, through self-paced online courses and live training sessions.
Company RSS Feed   Company Profile Page

Today's Tip of the Day - Getting The Marketing Message Right

Read today's tip or listen to it on podcast.

Published: Monday, August 30, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 

About us - in 60 seconds!

Submit Event

Upcoming Events

The place where the world's best meet and share their best practices!

A place for professionals to learn the latest and greatest strategies and ideas and to connect with the elite in the industry. 

This is the highest rated industry event with ... Read More...
 4563 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =