I have worked as a call-quality coach at two contact-centers. So, in order to sustain good call-quality standards, we overhauled the quality sheet ; and brainstormed and designed contests, tests, scripts etc. Additionally, to tighten the loose cannons, we gave instant feedbacks for quality dips - instant reaction for a misconduct.
One of the zealots approached me and asked,
“Why don’t I get detailed assessments? I just hear ‘good job done’.”
“That’s because you are too good!”
“Thanks, but I still need to specifically know that what’s really working; that way I can make better presentations.”
Hmm, right, what’s working is what one needs to know.
Accordingly we did and involuntarily observed the difference it made. The reasons:
- It added to his confidence and mood-swings got abated
- He could focus or unfocus as required
- His accuracy multi-folded
- The relationships enhanced
Do click here to read about Appreciative Inquiry.
And if you are generally on a calendar but not on time then re-read the above!
"That's great, tell him he's Pele and get him back on."
John Lambie responds when told a concussed striker did not know who he was after getting hit.
Shweta's Blog - http://shwetawasthi.wordpress.com/
