Shift from Defense to Development 

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. n

Note:  This tip is provided by QATC Board Member Allyson Diffley of Delta Dental.  She may be reached at ad******@***ta.org.