In our Contact Centers and Customer Facing areas, we are focused on quality related Customer contacts, process accuracy and many other quality touch points. We do these quality checks by listening to calls, reviewing emails and live chat records, by back-end calibration, and reviews of data input and record updates. And then there are the Metrics we constantly monitor. We have reports and logs which factually document all of this information.
Unfortunately, we often forget to do a Quality check on the work atmosphere and attitudes of the individuals working there. The positive or negative atmosphere in your Service, Inside Sales or Tech Support area clearly has a direct effect on your Customers. Unhappy Agents usually equals unhappy Customers since those unhappy Agents aren't giving empathy, smiles and "can-do" service.
Where to begin. Simply walk around your Center or Customer interaction areas on a regular basis. If you are doing this often enough, you begin to blend into the Center activity and the Agents won't change their behavior because you are there. You want to see what is really going on.
What's your feeling when you are out there? Yes, it's subjective but sometimes we need to rely on our instincts and then probe for accuracy of our feelings. Every time I'm in a Contact Center, I can pick up on the atmosphere and attitudes of the employees just by observing their interactions with Customers, with each other and their responses to my conversations. I'm sure you've had the same experience.
Does your team seem positive and motivated most of the time or are they complaining to each other about Customers or work between calls? If there are constant complaints and poor attitudes from even a few Agents this can "infect" your entire team and from there, spread to the Customers during interactions.
Observe Body Language I've seen some Agents laying heads down on desks or reclining back in chairs almost flat while talking to Customers. Tired? Bored? Burned-out? Frustrated sighs? Smiles or frowns?
Are the complaints justified or are they just having a bad day? You may have an Agent who is burned out or has developed a bad attitude. What can be done to help them improve? Some complaints or negative attitudes may have less to do with the Agents themselves and more to do with how your Supervisor(s) are coaching and motivating their team. Could it be that the Agents have not been given the tools or processes to really help the Customers?
Where are your Supervisors and what are they saying to their Agents when you are out there? Are they upbeat and encouraging with Agents, ignoring them or feeding the negativity? Sitting in their cubicle watching the monitor or out on the floor working to coach and assist?
Attitude Quality checks will provide you with the initial information you need to begin evaluating and take actions to insure a positive workplace for your team.