Contact Centers: Three Reasons Contact Center Reps Fail to Measure Up

The first steps to battling poor performance, said Reynolds, include: clearly defining the behaviors and performance expected of your reps, communicating those to the reps, and developing a fair and quantitative means of measuring those parameters. However, in those situations where you’ve completed those steps but rep performance still doesn’t measure up, it’s time to look deeper, she said. Following are ways to battle the “big three”: