You cannot expect that all your calling agents will be completely like you. Sometimes they would be too decent and there would also be a situation where you would find the extreme adamant people. Addressing such employee in your team can be a great challenge especially when your team is so committed in meeting business goals. The adamant employees sometime acts as an obstacle in the path of your goals and simply acts a s a disaster of your team building process. But there are always some options that can help you to overcome such situation in the Outsource Call Center industry.
The tips to deal with adamant employees are as follows:
Be Transparent With the Company Policy - This is the basic step to handle such people. Allow them to work in the professional way and make them aware of the situations by giving them past examples. Explain them the essence of such management rules and say how these rules can help them to build a better tomorrow. This step would therefore make such employees strong and reliable.
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Highlight the Bottom Line - It is very essential that you keep on explaining the consequences and how it is related to the individual performance. The agent might skip it in the first attempts but gradually this would make him/her follow the guidelines automatically. Explaining the effects of such consequences will surely bring awareness in their working structure.
Patience Is A Key - There would be number of situations where the adamant employees will try to mislead the working environment. They will try to make others like them or change the rules of the floor. As a senior employee you would definitely feel insulted or lose your control and may start saying that is not appropriate. Just remember that this is not your problem at all. Keep patience and try to stabilize the situation simply avoiding them.
Do Not Make Any Matter Public - Every human being has a different psychology. Especially the stubborn employees should never be humiliated or insulted in public as this can lead to a different chapter. They might feel disrespected or ashamed of the act and there are many cases they feel it more than an insult to their ego. It is better if you speak to them in solace and clarify the matters accordingly to the call center regulations. There is no sign of conflict and the other person also feels confident to share the problems with you.
A Reward Actually Works - Stubborn people like to acts in a strange manner . But when they deliver some best results they should be immediately rewarded. This will boost his morale and allows him to coordinate better with the team. Appreciation in front of the team or management also helps a lot.
These are some of the basic tips that can help you to change the professional behavior of an adamant person. Call center services are too complex and it needs immediate remedies to take care of employees which are born with such complexities.
