Bill walks around the call center with all the excitement and charm of a meat inspector.

"How are you?" Asks in a monotone. "It's your turn, I think."

He has just invited a representative for a telephone coaching session. Three calls will be made, and Bill will continue its evaluation of each party-REP.

Checklist of his espionage notes Bill, "You have your presence in this one."

"But the rest is fine. They tend to stay on the presentation andthis is good. Have questions? "

And so another "deep and meaningful" Coaching Chat concludes.

What's wrong with this picture?

At least 5 things wrong:

(1) The meeting is an occasion: Bill's. Speaks, you listen. This is not a way to create a sense of commonality of purpose or the author of the calls.

(2) Bill failed to reach the call, but the rep. Homework should be trained to mark their urges and then share the responsibility for the implementation and results ofCoaching sessions.

(3) For this to happen, the "quality checklist" must contain more than empty words. You need definitions. The phenomena of phone that must be discussed objectively defined and behavior. For example, I had many guests leaf, which used the term "honesty". That is a stupid category from the beginning, because the link between the honest man and always sounds great results score is low, but more importantly, you know, when Billsomeone is honest? If he is omniscient, sees all, can the hearts of others and will enter souls? If we avoid defining objectively, honestly, but as the representative VOICE behave in a certain way, things to do, while others, or as a customer VOICE certain things or say certain words in response, we move more solid bottom.

(4) There is no guarantee A Rep will be trained, such as fairness Rep interpretation and application of the criteria checklist is notexamined or objectively defined or implemented, either. Bill Megan could punish, but to praise Audrey exactly the same things, but his preference would circumvent discrimination or revision and correction.

(5) The registration and monitoring carried out in secret. Homework should know exactly when they saw us. We want to see them better every time we lace them are tested, are more difficult to try to show themselves and others what they really capable of doing. Whatcould be better? It is immediately improved.

Why not call centers to improve their techniques of coaching? All those I met, still in the dirt, says "We put the time to do a thorough job!"

Prepare the same people to highlight their efforts will be a new generation of workers who turn the phone over to waste in a short time.

You miss the point that a point in time saves nine.

Pay full attention to people who have hours on boardfair and thorough in your evaluation, measuring the right things correctly, and I will make a substantial contribution to the elimination of sales of fund and motivational problems that afflict call centers and people that go to make them work.

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