According to the recent analysis, most of the people working in a business environment programmed to focus on different negative aspects more than the positive aspects. Usually, this kind of attitude has observed in the call center environment where some customers spread bad publicity about the business.
Here are some important tips to consider through which you can enhance the performance of your call centers and increase brand recognition.
Try to be deliberately positive:
In order to engage, most of the specialists suggest trying the 5:1 rule. This will offer you five examples of positive or neutral feedback for the negative instance. Coming up with the positive feedback is quite difficult you have different negative things staring at you. That’s why it’s important to be prepared for 1:1 coaching session and identify if there is at least one positive element you can easily recognize in the performance of your agents. You can lead with those positives, and then give constructive feedback related to the performance gaps.
While thinking about various positive interactions, you should never focus on work performance only. With all the low-performing agents, different positive interactions usually mean just communicating with them about their hobbies and interests.
Implementation of the latest performance management tools and software:
Lack of a real-time performance and manual reporting will always contribute to the dearth of positive manager-agent interactions. Without the implementation of some effective tools for monitoring the performance of your agents can be time to consume, like when the data will be finally gathered, supervisors will have enough bandwidth to put out the fires and talk to the negative to get back on track.
Fortunately, the market now offers the best powerful data aggregation and performance management tools which can automate all the processes and proactively notify the supervisors about both negative and positive agent performance. In addition, if you avail the help of right call center solution providers you won’t need to worry about random things as they will help you manage the things efficiently. Moreover, in modern call centers, owners tend to employ different gamification and recognition tools in order to track agent performance. They also reward them with coins or certain achievements that effectively reinforce their desired behaviors.
Build self-awareness in your agents:
Increasing positivity in your agents may not happen overnight, but building a great self-awareness and then asking for some constructive feedback is usually the best way to start. So, at the end of the day, start the cycle again and interact with your agents to impart a positive attitude, and categorize them according to positive and negative elements. If the positive to negative ratio isn’t at your goal, then you can plan different ways to make an improvement.
Always remember, the point is to improve positive engagement between your agents and clients, that’s why it’s important to take steps to enhance the performance of your agents to bring more productivity in your business. You can also consult with the professionals of VoIP Terminator for more help and suggestions.