This is a personal post than anything else. I thought long and hard whether I should publish this. Here goes...
In any organization, there are unsung heroes. These are people who work behind the scenes while front liners are given constant attention, rewards and recognition. It is inevitable because the team won’t be complete without that one person who would rather stay hidden. This person is usually the one who has the passion to do his tasks without any complaints. This team member is proud of what he contributes.
Quality work in a call center environment is more research and data analysis. If it were not for coaching, QA evaluators wouldn’t be seen on the floor. Agents wouldn’t recognize them and no would think they exist. In a meeting, they are usually quiet but once they start speaking their minds, their words move the audience.
It pains me to know that these people are rarely recognized for their efforts and dedication. They work all day, analyzing numbers, listening to calls intently, reporting their findings and do redundant tasks to answer one question, “why?” They get excited when they find the answer and their recommendations are right on the money.
They don’t ask too much in return, only that they be recognized as being valuable. With their big hearts to drive change in the industry, they deserve to be treated as equals and be rewarded for their passion.
Remember, without data, there will be only be questions left unanswered.
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