3 Responses

1. Self-assessment works well
   On the assumption that ‘all calls are recorded for training and quality purposes’, my advice would be to pick out a selection of calls, play them back to them, and ask them to comment on how they felt the conversation went.

   We did this on a customer service improvement project I worked on in a previous employer, and it had a real impact on their view of how they came across on the phone.

   Of course, you do need to be mindful of not embarrassing them if you choose to do it in a group setting, but this can be even more effective as it builds camaraderie.

2. Let them do it themselves
   As a variation on Phil’s feedback…

   One of the big problems with much training, I suspect, is that the delegates feel somewhat ‘done to’. We’re always telling them how it is and how it should be.

   So why not get them each to phone the organisation from outside with a bogus query/complaint and rate the team’s performance for themselves? Then they have their own rock solid evidence of how it is and can contribute meaningfully to the discussion about how it should be.

3. How about a different approach to training?
   Obviously I am biased as this is what we do. But we have seen some superb levels of engagment and very positive side benefits with our clients using more innovative approaches to training and engaging with staff.

   Benefits such as the new immersive approach to training, the impact of a new training tool, the ability to practise in a safe yet realistic environment, ability to make mistakes and learn, an environment where humour etc can be used to exaggerate learning points etc etc

   We have a call centre example we created for a large US TElco if you are interested in looking at this type of approach. Email me offline and I’ll send you the link.

   Good luck

   Richard