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 Member Allyson Diffley of Delta Dental She may be reached at adiffley@delta.org.