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Shift from Defense to Development.
February 24 - When supervisors see a quality deduction, their instinct may be to defend the agent, but the real opportunity lies in development. Instead of focusing on whether there is a loophole to get around the deduction, shift the conversation to how the agent can grow from the feedback. Encourage supervisors to: Ask the agent the right questions: What could you do differently next time? Frame the deductions as insights: It’s really a roadmap for improvement rather than a point deduction. Coach with impact: Help the agent understand the why – how meeting the expectation in process or behavior benefits the customer and the company. Discuss quality with confidence and commitment: These factors are key to ensure your agents continuous improvement. By leading with development rather than defense supervisors empower agents to improve performance and drive a stronger quality culture. Note: This week’s tip is provided by QATC Board [...]