Author: Marc Carriere, Managing Director, Marketing Tactics Pty Ltd
All too often in call centers we spend a lot of our time dealing with things that need to be fixed and this drives our behavior to looking for what’s wrong that needs fixing. And, if you’re only focused on looking for things that are wrong, then as counterintuitive as this may sound, you need to fix that!
One of the keys of being an amazing Team Leader who develops their team members to build a winning team is wandering around catching people doing things right. This is a powerful leadership tool that isn’t used as often as it should be, as most Team Leaders tend to focus on the things that are being done wrong so they can fix them.
Of course you need to fix any problems, however you also want to re enforce the positive behaviors and activities your team members are doing to make sure they continue to reoccur.
The mind moves to its most dominant thought and by finding people doing something right and sincerely praising them for it reinforces that behavior and firmly sets it in a team member’s mindset.
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For many of us, we need to create a habit of catching people doing something right. The best way to start this habit is to take an hour out of your day and just walk around the floor watching what’s going on with your team. Look for opportunities to catch people doing something right like handling a particularly hard call well or using a tactic you coached them on and praise them for it.
Just remember though, effective praising has to be specific. If you’re just walking around and thanking everyone for everything, saying great job to a poor performer and the same thing to a good performer you’ll sound insincere to the poor performer and you’ll de-motivate the good performer.
For example, you might hear one of your team members do a really transition from the call introduction to the discovery part of your call structure. An effective praising would sound like this:
John, I heard how you transitioned from your introduction to the discovery part of the call. That was awesome and sounds like you really nailed it. Well done, keep it up!
Catching people doing things right provides satisfaction, motivates good performance and re enforces that behavior to happen again. So remember:
Give praise immediately. Make it specific, and encourage the person to keep up the good work.
It’s a great way to interact with and affirm your team members and it will make you feel good about yourself too!
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:
I 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.
Published: Friday, September 10, 2021
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