A team member in your call center consistently underperforms. How can you turn their performance around?

1 Identify Issues

Before you can help an underperforming call center team member, you need to understand why they're struggling. Have a one-on-one conversation to discuss their performance issues. Listen attentively to their concerns and challenges. It could be a lack of training, personal issues, or not understanding the expectations. Remember, your goal is to identify obstacles they're facing, so you can provide the appropriate support and resources they need to succeed.

2 Set Objectives

Once you've identified the issues, work with your team member to set realistic and measurable performance objectives. These should be aligned with your call center's goals and tailored to the individual's role. Clear objectives not only provide direction but also motivate your team member by giving them specific targets to aim for. Make sure these objectives are time-bound so that progress can be reviewed regularly.

3 Provide Training

Training is essential for call center staff to perform at their best. If a lack of skills or knowledge is contributing to underperformance, arrange for additional training sessions. These could be in the form of workshops, e-learning courses, or shadowing experienced colleagues. Tailor the training to address the specific areas where the team member needs improvement, ensuring they have the tools and knowledge necessary to enhance their performance.

4 Offer Support

Offering support is key to helping an underperforming team member improve. This can include regular check-ins, providing a mentor or coach, and ensuring they have access to feedback and constructive criticism. Encourage them to ask questions and seek help when needed. Remember, support also means recognizing and celebrating small wins, which can boost confidence and reinforce positive behavior.

5 Monitor Progress

Monitoring progress is crucial in the turnaround process. Schedule regular meetings to discuss the team member's performance against the set objectives. Use these sessions to provide feedback, discuss any new challenges, and adjust objectives if necessary. Consistent monitoring not only helps in tracking improvements but also shows your commitment to their growth and development.

6 Adjust Strategy

If initial efforts don't lead to the desired improvement, be prepared to adjust your strategy. This might involve revisiting the set objectives, offering different types of support, or even considering role adjustments. Flexibility is important, as each individual responds differently to intervention strategies. The aim is to find the best approach that will enable the team member to perform effectively and contribute positively to the team.