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.