Contrary to the perception that many agents dread to get any feedback from a QA feedback session, this has now begun to change. We haven’t turned it around completely but it’s getting there.
How do you make it successful?
Don't Hide the QA team
It is common that you get your feedback from your team leaders and are left wondering what your evaluator looks like. There is no human interaction at all or very minimal. Coaching sessions are then being done by QA along with the team leaders. This is well received because they see that both parties are involved, calibrated and will work on action plans to help them improve.
Constant Positive Reinforcement
We’ve heard it countless times. An agent is demoralized after a coaching session because they received negative feedback on their calls. Nothing else mattered except their mistakes. Our evaluators do this as well but we make sure we don’t forget positive reinforcement with the use of positive words and phrases. This is done even outside of the coaching session. We remember to celebrate small victories and let the whole floor recognize the agent.
Strategize and Focus on Behaviors
One mistake that centers are committing is focusing on compliance more than improving agent behaviors. Evaluators normally discuss every item in the list (more often than not the mistakes) and the overall score but this is not the case here. Strategizing with the team leaders and discussing how agents can manage their calls effectively for example is something that is focused on in the coaching session.
This has done wonders! We’ve seen numbers improve consistently and we have agents trusting the team more.
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