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CHAPTER 5 : STAFFING, TRAINING & RETENTION, Motivation - Coggle Diagram

- - - - Move to peak performers
        
        Attend to the rest of the team
  - - - Don’t yell at people
      - Treat with respect
      - Be professional
      - Praise in public, punish in private
    - - Written warning
      - Verbal discussion & warning
      - Suspension of 1 to 3 days
      - Termination
  - - - Review the result
        
        Talk Specifics and give examples
        
        Keep it concise
        
        Document the discussion
        
        Outline action plans
  - - - The Training Team
        
        The customer
        
        The quality department
        
        Provide data-auditing & call
        monitoring feedback
        
        Grade a call
        
        Record & store the reviewed calls for agents to improve quality on future calls
        
        Best source of feedback
        
        IVR & web makes customer
        feedback easy to capture
        
        Provide feedback on agent
        performance
      - Guiding & Motivating
        
        Provides feedback& specifics coaching on how to improve performance
  - - - on the job/process related support
      - Career / work life support
- - - - 1. Hire right people
        
        By evaluating skill & motivation
      - 2. Tell what to do & why
        
        Set actual expectation
        
        Keep it clear
        
        Do not focus on one measure alone
        
        Create balance scorecard
        
        Use overall performance index
        
        Tell agents why do it
      - Show how to do
        
        Keep it simple
        
        Teach the basic
        
        Keep it short
      - Make supporting them your number one mission
      - Give feedback on how they are doing
        
        opinion
        
        survey
        
        response
        
        idea
        
        advice
        
        rating