As their direct head, it it's your responsibility to encourage them to bring back their positive attitude to and be a functioning part of have a a healthyier and peaceful working environment. Here are some tips you can use to handle agents who are causing friction in your team:
1. Do your research
Being well-equipped with theKnowing your agent’s work background can help you determine where to start a conversationfinding a solution. Investigate if there are any patterns in the of complaints coming from his previous employers, customers, or colleagues. Backtrack if you have failed to recognize efforts or given minimal tasks that caused the agent’s dissatisfaction. By taking one step backward, it helps you identify the necessary steps before taking any action.
2. Remain neutral
As a team leader, you must always foster teamwork among your members. If they are one of them is involved in a conflict with another agent, remember not to take sides or pass judgments based on hearsay. Talk to them individually before huddling the entire team. If a customer is involved, listen to his concern and to your agents' alsoside of the story. Even iIf the mistake is from their end, make them feel that they still have your support in times of difficultyeven if they need to be reprimanded.
3. Discuss in private
No one wants to be embarrassed in front of colleagues. In handling sensitive matters, it’s best to discuss it behind closed doors. This gives agents a chance to justify their actions and explain the details regarding incidents they are involved in. Also, it gives you an opportunity to be more honest with your feedback. Remember that give-and-take is important in dealing with your agents. This , as it lets both sides gains respect from each other and paves way for a better communication.
4. Coach regularly
In a call center team, the ratio of new and old agents vary. Sometimes, new agents get the advantage of having their team leaders as behind their backs, while the seasoned ones are left alone. This can create a problem, leading the latter to be complacent in their roles. In order to achieve balance in handling both types of agents, provide an on-the-floor observation and coaching for all your agents. This can help you identify your team’s strengths and weaknesses, which you need to focus act on regardless of their tenure.
Handling difficult employees can be challenging,, but overcoming this challenge is a must. Keep in mind that by learning how to change their negative viewpoint and refocus their goals, you create efficient and satisfied agents that yields who can contribute to the team’s success. So, follow these tips to start achieving a harmonious and competent workforce.