<img height="1" width="1" style="display:none;" alt="" src="https://dc.ads.linkedin.com/collect/?pid=102532&amp;fmt=gif">
logo.svg

Don’t Get Angry!!!

ScoreBuddy

Written by Scorebuddy

   

Have you slipped into bad routines in delivering employee performance reviews? These guidelines will keep you in check by highlighting the worst things you can do when giving your employees feedback.

Talking too much Ruins Employee Performance Reviews


This is the number one mistake made by superiors when delivering feedback or in performance reviews, the employee should not be mute throughout the meeting. In fact Carolyn Blunt recommends that the 80:20 rule be applied to all coaching sessions i.e. that the call centre agent speaks for 80% of the coaching session and you only speak 20%.

Giving out to Employees during Reviews Won’t Fix Anything

Scolding or reprimanding employees for poor performance is an absolute no-no. Even if they make a critical error berating them will not be very useful. It will not undo what has been done, it will not solve the problem and it’s likely to induce negative connotations towards performance reviews in the future. It can cause employees to become anxious and worried, which can lead to worse performance.

Don’t Get Angry!!!

When was the last time you made somebody else feel good by getting angry with them? Anger is a strong emotion and has no place in an employee performance review. Even in the worst case scenario (reviewing an actively disengaged employee and dismal performer who, dare I say, was making mistakes on purpose to sabotage a project or task), anger will still go down like a lead balloon. It shows a lack of self-control and it may either cause the employee to react in anger too, or if they are actively disengaged it might amuse them.

 

Don’t Make a Mountain out of Molehill

People aren’t perfect, they have good days and bad days, they make mistakes and there is human error everywhere. Making a big deal out of minor employee mistakes that have very little impact is time wasting, if it’s something of little importance it’s not worth nagging agents over. Call centre agents are not robots yet sometimes this is forgotton. If something is only a nice-if and they generally forget it why not politely remind them to try and remember but don’t get on their back over it! You should be happy that your agents are able to tell the difference between what is critical to a customer and what isn’t.

Only Focus on Negatives

Don’t be a Negative Nancy, or a Buzz-Killington… they are the worst. If your only goal in delivering an employee performance review is to point out where they went wrong you should probably re-evaluate your approach. By only focusing on the negatives you are bringing down the tone and atmosphere of the review, the results of the meeting are therefore likely to stink of negativity too.

Generalising and Making Assumptions about Employees

Making assumptions and generalisations about an employee is like breaking a cardinal rule. Do not assume reasons for success or failure, do your homework and base all feedback on facts, metrics and KPIs such as quality monitoring scores. Definetly don't lump each staff member into a pot with everyone else, it is an individual performance review. If a certain mindset exists in their team you should not assume that by association it applies to each person. Ask the employee how the facts reflect reality and for the reasons they think impacted their performance. If an employee has a poor track record try not to let this influence your perception of their current performance.

Don't Be Late for Employee Performance Reviews

Being late is never cool. When giving employee performance reviews in a way you are representing a role model approach, being late gives the wrong impression as well showing disrespect towards the employee.

 

I’m not Listening, I’m not Listening, La La La La La

An employee performance review should be have a two way communication flow. The employee should have their opinion heard, while the supervisor will be using any KPI metrics at their disposal they might not be privvy to what’s happening on the phone lines or on the floor. The classic case of “not everything that can be counted counts and not everything that counts can be counted” applies.

Answer your Phone/Emails during the Review

You wouldn’t answer your mobile phone if you were in a meeting with your CEO so don’t do it to your subordinates either. It’s rude, unprofessional and also shows you are unorganized in that you didn’t put your phone on silent and are unable to remember to return calls.

Postpone

Sometimes you can’t help having to postpone, I get it but you need to do your best to schedule employee performance reviews at a time you will not be interrupted during and one is unlikely to have conflicting arrangements, a good way to arrange this is to allocate certain times each week/month/quarter towards employee performance reviews and stick to them.

Don’t Schedule Any Employee Performance Reviews outside Office Hours

Do not have the meeting before or after regular business hours. It’s unfair and to ask an employee to come in early or stay in late to get their performance review. You must make time for them within your working day, this shows respect towards them and it shows that you value the review process. They will resent you and the process for it cutting into their personal time.

 

What do you avoid doing when delivering employee performance reviews? Tweet us to let us know.

Tags: Blog

eBook

Soft Skills in the Call Centre Environment

Soft_skills_eBook.png
In this eBook, you will learn:
– How soft skills are a predictor of agent performance.
– How to assess soft skills in the agent hiring process.
– How to develop soft skills in your agents as part of their training.
Download Now