Inconsistency in performance!!

[aruntyagi]

All

The problem that i face with my team is the inconsistency in performance, the performance really does not seem to be in control, wonders one day and pathetic the next.

Is it the problem with my managers or the Agents?

Or lack of motivation? though everybody seems motivated enough!

Any suggestions are welcome.

Arun

[malikyogendra]

Hi There !

This problem is quite common and the solution is quite common as well, Yes you got it right it is Lack of Motivation for putting their 100 % each day.

It happens eveyone seem motivated till the time you listens or present.

You must be aware there are two types of motivation:
1. Showing Importance
2. Money.

If by any means you can not give money for good performance then give your agents what they want; they want importance. Now I am giving you some examples for the same :
1. Praise every one everywhere and now and then and praise by heart. Always remember " Hearty in his aprobation and lavish in praise" you will achieve everything in life.
2 Don't criticize any one.
3. Listen to people carefully, show them respect every time.
4. Take interest in people and genuine interest.

Then increase frequency of team briefings, remember it should be team briefing.

Lets hope for the best.

All the best

Yogendra Malik
Phone: +919899346333

[OperationsShane]

Well, it just something you will have to research yourself. There are too many variables.

From expierence, when inconsistancy in performance is present, typically its caused by lack of knowledge (for what the agents are supporting) or lack of motivation. If your agents are capable of doing the job and have adequate support, you might look into motivational insentives for your agents.

Hope this helps.

[Milliardo]

Inconsistency in performance is really quite common and not unusual; as mentioned here, lack of motivation can be a factor, and I would think it is a crucial factor. Try to motivate them by encouragement as well as praising their effort; minimize criticism, but then don't minimize it to the point of overlooking sloppy performance.

[n_meghanath]

Good inputs!

Doing wonders? what is that you see in your team in those wonderful days? and what is that you see different in those pathetic days? The answer will give you 90% of your solution.
Maybe you can chart out and analyse the consistency at the agents level. There is always an example in a crowd which can be treated as benchmark. I understand all individual working nature and source of motivation are not same but once you catch the generic influential key common to all the crowd. half the battle is won.

[ahuffman]

One thing I have learned in a technical support center is to also look at the long term trend. If the calls are statistacally longer on the sames days every week it may not be the agents but the end caller. We run shorter talk times at the beginning of the week when everyone with a quick question calls in and longer talk times later in the week due to the people with lots of questions calling in. To combat this we like to keep more people on Monday and Tuesday to clear out those with easy questions to give the long talkers more space at the end of the week.

[Dex_delight]

Originally posted by malikyogendra
Hi There !

This problem is quite common and the solution is quite common as well, Yes you got it right it is Lack of Motivation for putting their 100 % each day.

It happens eveyone seem motivated till the time you listens or present.

You must be aware there are two types of motivation:
1. Showing Importance
2. Money.

If by any means you can not give money for good performance then give your agents what they want; they want importance. Now I am giving you some examples for the same :
1. Praise every one everywhere and now and then and praise by heart. Always remember " Hearty in his aprobation and lavish in praise" you will achieve everything in life.
2 Don't criticize any one.
3. Listen to people carefully, show them respect every time.
4. Take interest in people and genuine interest.

Then increase frequency of team briefings, remember it should be team briefing.

Lets hope for the best.

All the best

Yogendra Malik
Phone: +919899346333

Hi Yogendra Malik and other guys!!! You’re all correct. Lack of motivation or wrong motivation method is the reason why inconsistency is happening despite the efforts of the organization had done in order to optimize the agent’s performance. I would like to add. Not clear responsibility and authority is one of causes. Everyone in the organization must understand who manage and verify the work of agents and who is responsible for decision making. This will help understand the interrelation of the personnel and give organizational freedom and innovation to best improve their own processes and fast-track achieving goals. I am writing an article about inconsistency in performance of Call Center Agents. I would like to quote some experts who posted here for this particular topic. I need your permission guys. Hope to hear from you soon.

Dexter
dexteramoroso@yahoo.com