Quality professionals need to know the signs of a quality program that needs a refresh. In the first three parts of this series we discussed stagnating results, inaccurate reporting and revising one-and-done style questions. In this last installment of the series we will talk about how to engage employees through your quality program.
All of my recent contact center visits reveal the same theme: something is missing; employees are uninspired in their roles. The word ‘bored’ pops up even among top performers.
Upon digging in a bit further, here are some of the reasons for the boredom in the contact center:
"My manager is so busy that all of my reviews are crammed in at the end of the month. The feedback is irrelevant."
"It's the same old same old – I want to improve but feedback doesn't focus on challenges I deal with daily."
Supervisors want to engage their teams but often lack the time or resources to do so; I hear this comment frequently:
"I wish I could get my team more engaged. They do a good job but it's not enough. Ideally, I’d like to focus on specific skills and issues instead of doing a blanket review".
Boredom and stagnation are signals your quality program needs a good face-lift. If your employees are singing the boredom song, dig into your processes. Is there a broader process issue that needs to be addressed to help all agents? Most likely, your top performers can provide anecdotal information, but quality evaluations should enable you to identify all of the drivers and allow you to quickly take action.
Leading contact centers embrace best practices that allow supervisors and coaches to laser-focus in on performance obstacles. Is it a behavior? Does an agent need coaching on a specific product or offering? Equip coaches with the tools they need to coach agents on behaviors, rather than just coaching to a metric or quality scorecard.
And what about high performers who are bored or under-challenged? How can you keep them engaged and obtain higher levels of performance? Gamification might just be the answer.
Introducing game-like concepts in day-to-day work is proven to improve learning. Social sharing through gamification improves employee knowledge by allowing them to easily share best practices and reach out to peers with questions. Increased visibility into performance data with gamification taps into the competitor within us all, and cranks up the volume on engagement. Gamification helps to achieve a highly knowledgeable and highly engaged workforce in record time.
Stalemate should never describe your quality program. If your team experiences twinges of boredom it’s time for a refresh. Digging into your processes to highlight areas of frustration, equipping supervisors with top-notch coaching tools and gamification will get your team singing a new tune!