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

Try aligning consequences for poor performance with the negative behavior. “Sounds simple? It’s not,” said Reynolds. Here’s an example, if a rep is late every day, and you don’t want to seem too negative on him, you may be tempted to say something like: “I noticed you were late again today, but I also noticed that all your paperwork was completed accurately yesterday.” You’ve mixed your message. Are you offering positive or negative feedback? Instead, reprimand him for being late, then go back later in the day to congratulate him on his excellent job with yesterday’s reports.