Sorry I wasn’t listening …

BPA Quality | David Blackwell

Ever wonder what makes one agent successful and another not? Why can two people who have the same training, tools and support perform so differently? If you wonder that, you’re not alone!

A few years ago we had just started a contact center quality project for a client and held a kickoff meeting. During this meeting we wanted to find out the needs and asked what they wanted to achieve. The Director took me to the door of her office and pointed to an Agent in the first row of the center. She went on to say, “This agent, Joe is his name, has 15% more sales than any other person in the center. How can we get the other 500 or so Agents in the center to do the same?”

It was an interesting challenge, though the reality is that’s what most of our clients desire…how to replicate the…

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