Helping and Motivating our Agents to Improve their Behaviours for Success!

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At TQVS we are constantly striving to mould the perfect agents on every campaign we run. Whether it be our tailor-made Bespoke Campaigns, Telephone Lead Generation, or our Back-Office Support, we know that our agents and staff are our best asset. A campaign’s success can be influenced by a variety of variables, two of which are the skill and the will of the agents. In this blog we will outline TQVS’s top tips on improving agents’ behaviour.

When considering performance and behaviours, the key question we ask ourselves is:

There are 3 steps on how we help and motivate our agents to improve their behaviour:

Step 1: Investigation Phase / Catching the Behaviour

Step 2: Coaching / Getting to the Root Cause – Is it WILL OR SKILL?

Step 3:
 
Setting an Action Plan


Step 1: Investigation Phase / Catching the Behaviour

There are two ways TQVS monitor and catch agents’ behaviour. Firstly, we complete random call listening and secondly, through QA validation feedback.

When undertaking random listening, make sure that you are following the campaign script and rebuttals that the agent is dialling,
while listening to calls.

Listen to 5-10 samples per agent to check if it is a consistent behaviour or just a one-off occasion where the agent just missed on that call.

For documentation, follow this template:
 Short Synopsis of the Call
 Agent Behaviour Captured
For QA Validation feedback, pull out the phone number and listen to the call to check if the QA’s feedback is correct and document according to the template above.

Step 2: Coaching / Getting to the Root Cause – Is it WILL or SKILL?

There are two ways TQVS monitor and catch agents’ behaviour. Firstly, we complete random call listening and secondly, through QA validation feedback.

 Make sure the Voice File is ready
 Start the coaching session by asking the agent if they are okay
 Let the agent listen to the Voice File and ask them to write down all behaviour captured. Set the expectation that the discussion after listening to the call will be based on Opening, Mid and Closing
 After the discussion, as a Manager or Supervisor, identify the BIG ROCK or the most impacting behaviour of the call
 Ask the agent. “Why?”, “Why?”, “Why?”, until you can identify the Root Cause of the behaviour – Is it a SKILL or WILL issue

Step 3: Setting an Action Plan

Discuss all the available incentives with the agent

Let the agent compute possible take home money

Let the agent think of anything they can buy if they have the money in their hand

Discuss the negative impact of the behaviour on the agent’s performance / incentive and to the business and the client.
 If the behaviour is skill related – TEACH
 If the behaviour is will related – DISCUSS CONSEQUENCE MANAGEMENT

Remember

Do not forget to document your action plan and let the agent sign it. This reinforces the training applied.

 

At TQVS we always reward our agents for good work and our agents love T-Shirts – Are you a Shark or a Dolphin?


If you would like more information on any of TQVS’s services, please contact marketing@tqvs.co.uk or telephone PH +63 (34) 474 2448 | UK +44 203 630 0268.

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