A team member in your call center consistently underperforms. How can you turn their performance around?

Start with a one-on-one to identify root causes—skill gaps, motivation, or personal issues. Set clear, measurable goals and provide targeted coaching. Monitor progress closely with regular check-ins, offering feedback and support. If improvement stalls, use a performance improvement plan with defined timelines and outcomes.

1. Understand how the employee is underperforming. 2. Consider obstacles the employee may face. 3. Prepare a coaching approach to your conversation. 4. Give the employee ownership of the solution. 5. Have the conversation. 6. Seek alternative solutions if coaching doesn’t work.

I’d have a one-on-one chat to understand the issue, clarify expectations, and offer extra training if needed. I’d set clear goals, give regular feedback, and provide support. By tracking progress and adjusting my approach, I’d help them improve and meet expectations.

Through focused, effective mentoring, unleash their potential. Determine the underlying reason for their poor performance, whether it be a lack of motivation or a skill gap. Implement personalized training, leveraging powerful analytics to track progress. Foster a culture of open communication, celebrating small wins. Empower them with autonomy, emphasizing their valuable contribution. This strategic investment will yield remarkable performance elevation.

When someone underperforms, I start with a one-on-one. I listen first to understand what’s behind the numbers. Then we set clear, achievable goals with regular check-ins. I pair them with a peer coach, review calls together, and focus on progress, not perfection. Most turnarounds happen when people feel seen, supported, and held accountable.

1. Understand the Current Situation: • Identify the issues • Assess strengths and weaknesses • Gather feedback 2. Define SMART Goals: 3. Clarify Expectations and Establish Metrics: • Communicate expectations • Define key performance indicators (KPIs) • Set milestones • Provide resources 4. Ongoing Support and Feedback: • Regular check-ins • Offer constructive feedback • Recognize achievements • Be prepared to adjust

1. Needs Assessment: • Identify Skill Gaps • Gather Feedback • Analyze Performance Data 2. Develop a Comprehensive Training Program:  Technical Training: • On boarding • Product Knowledge • Call Handling Procedures  Soft Skills Training: • Communication Skills • Problem-Solving • Conflict Resolution  Interactive Training Methods: • Role-Playing • Case Studies • Simulations  Regular Refresher Training: • Ongoing Learning • Skill Enhancement • Feedback and Coaching 3. Implement and Evaluate: • Clear Learning Objectives • Track Progress • Provide Feedback • Continuous Improvement

1. Identify the Root Cause: • Have a conversation • Ask open-ended questions • Listen actively • Avoid blame • Assess skills and knowledge gaps 2. Set Clear Expectations: • Review job responsibilities • Set realistic goals • Communicate expectations clearly 3. Offer Constructive Feedback: • Focus on behaviour, not personality • Be timely and consistent • Use a "sandwich" approach • Be empathetic and understanding 4. Provide Resources and Training: • Offer training opportunities • Provide necessary tools and resources • Offer coaching and mentoring 5. Foster a Supportive Environment: • Encourage open communication • Promote collaboration • Recognize and reward progress • Address any personal issues • Be patient and persistent

1. Set SMART goals 2. Align individual goals with team objectives 3. Establish clear communication channels 4. Use project management software 5. Focus on outcomes over outputs 6. Conduct regular check-ins 7. Provide timely feedback 8. Recognize and reward achievements 9. Embrace transparency and visibility 10. Foster a culture of continuous improvement