When it is time to appraise the agent’s level of success throughout the year, the minimum that a supervisor can do is have a documented record of performance. Employees do not react well to criticism about their work, especially when it is only supported by a supervisor’s vague recollection of a random observation.
If you are a supervisor, you should keep excellent records of your people’s work quality (Call handling, attendance, job knowledge, etc). If you are a call center rep, you should insist on receiving feedback through out the year. No one likes unpleasant surprises…particularly those that affect their pocket book.
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