Poductive Feedback session

[Gloria 64]

I am member of the Quality Assurance Team at my company. I am soley responsible for reviewing the recorded calls for 15 reps. Before getting my promotion I was a Reps myself. I am not getting a positive reaction from the reps now that I have the postions and the responsibility of determining how well they handled the calls. There are about three people that I dread talking with! How can I make the most out of the time and to also make it productive and positive for everyone? I am also looking for different ways to approach discussions when the feedback is to correct or just to say how they could do a better job in surving the members. HELP...........

[Bender]

They might not all be feasible, but here are a few suggestions you may want to try (if you're not doing them already)...

- Ask the rep how they think they are doing. What do they feel is their strengths and weaknesses on calls. They will probably come up with the same issue you were going to discuss with them, but it puts them less on the defensive because they brought it up

- Give them some positive feedback, before launching into the negative (e.g. "You're talk time was great! Next time though, pause a little longer before responding to the customer because you cut them off a few times")

- Let them know you're there to help them too.

- Be very specific and try to give examples of how to remedy an issue, not just what went wrong. Or ask them how they think they could resolve it.

- Focus on process, not the person.

- Explain why.