Friday, January 04, 2008

Employee Development Tip: Do You Hear What I Hear?

Today's "Employee Development Tip" is a tried and true method for training call center agents.

Allow your agents to hear themselves.

Typically performance gains realized from listening to themselves speak to customers are one of the first benefits recognized after implementing Virtual Observer.

Often, the agents will be more critical of themselves than even their supervisors would be.

Supervisors can make a playlist of all of their recordings available to them and they can listen to them when they have downtime. You could give them a goal of self-evaluating eight of their own calls a month.

Supervisors can share scoring improvements from month to month since they've begun listening to themselves speak

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