In a recent article in T&D magazine it stated that of the 3,600+ employees surveyed:

•    66% said they have too little interaction with their bosses;
•    53% said that when their bosses praised them they received too little information to repeat their performance;
and
•    65% said that when their bosses criticized them they were not given sufficient information to correct the problem.

In very simple terms, two out of three managers do not interact on a persistent basis with their teams, and when they do, over half of them give “great job” feedback, and two out of three tell their teams to “pick up your numbers.”

The following is a condensed version of the topic “Effective Feedback,” which we cover in our Management Training Seminars.

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I am sure we all have seen or heard about this new television show. The boss of a company dons a disguise so its employees won’t recognize him and he gets hired to work on the front lines of his company. The point is to see what working conditions the people in his company work under and possibly hear how they feel about the company and its leadership.

It’s a little too cliché for my taste, but I am far from a TV critic. Still, it did make me think, what if the boss of your company came into your call center and you did not know it was him?

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Recent posts have discussed the impact management training and agent training has on results. In this post, however, the focus will be on demonstrating in cold numbers what the negative impact will be if you are not managing your lead pool effectively. The example below applies to a call center or contact centers but could be applied to automotive dealerships or any industry where business is conducted over the phone. (Financial products, Insurance, Real Estate et al.)

Time to crunch the numbers!!!

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