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

Also provide consistent, timely and most importantly, on-the-spot feedback, she continued. “Sit with them on calls, rather than doing monitoring at the end of the month,” Reynolds offered. “The more regular the feedback, the more likely they can shape their own performance.” Takeaway tip: Be honest but also aware of helping reps maintain their self-esteem, she added.