On The Job Coaching
People are motivated by the amount of time you spend on developing their skills and the key to this is coaching.
Coaching enables the student to improve their performance through monitoring and assessing past performances.
An effective way to do this is to play back call recordings to allow you both to celebrate excellence and highlight points for improvement.
It is particularly motivational to use our call monitoring sheets so the agent can tangibly measure their performance across a number of the skills necessary to make better calls.
If we refer back to these results in further coaching sessions the agent can gain a real sense of linear improvement from comparing these results.
Please be aware that effective coaching needs time which is something that sales managers often fail to appreciate.
A typical call will require another 15-20 minutes of playback, analysis and critique to be of value to the agent.
Everyone has down phases from time to time and you must point out when people are not up to their usual standard of work.
It is important to criticise the work, not the worker as this will become personal and create a defensive atmosphere. You will be surprised at how often staff will thank you for the time and input. It is rare that someone does not want to do a good job so when you raise the issue of a downturn in their performance, it shows you care.
Maslow’s Hierarchy of Needs
Maslow believed that people’s desires changed as they reached each stage of the pyramid, so if we apply that theory to our staff, we can learn how to motivate them.
For example, a young single person might need to earn money to enjoy a good social life and would therefore be at the lowest level of the pyramid. They would be motivated by earning money to have fun.
We could devise incentives that would appeal directly to this type of person. And we can choose the vocabulary we use to motivate them. For example, “another 2...
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