Assertiveness & Self-Confidence Performance management Communication Strategies Agents 4 and 5 have been the ones with the
Question:
- Assertiveness & Self-Confidence
- Performance management
- Communication Strategies
Agents 4 and 5 have been the ones with the lowest performance for 3rd week in a row. His Repeated Adjusted Positive Response Rate (RAP) on the phone channel is less than 50% and our goal is 85%. You notice that the agents are not doing enough research in the Knowledge Center (KC) and are constantly distracted. Agent 5 also displayed a lack of ACT principles, especially with the "Answer the question" principle during contacts.
Agent 3 did not receive any positive or negative response from our customers based on Offering Rate and Agent 3 is concerned and wondering if is not sending the surveys correctly. How would you deal with such situations?
Agent | RAP | Positive Responses | Negative Responses |
Agent 1 | 87.32% | 96 | 8 |
Agent 2 | 90% | 89 | 3 |
Agent 3 | 0% | 0 | 0 |
Agent 4 | 45.5% | 155 | 23 |
Agent 5 | 38.1% | 135 | 21 |
Agent 6 | 85% | 145 | 6 |
Agent 7 | 79% | 80 | 6 |
Agent 8 | 100% | 20 | 0 |
Expert Answer:
Dealing with low performance and lack of adherence to standards in a team requires a strategic and proactive approach to address the issues effectivel... View the full answer
