| Current mood: |  chipper |
Sponge or Stone?
Yesterday, Mo Twister had a special guest from Mensa. They are inviting people on their event at Fully Booked in Bonifacio High Street on Sunday, November 30. They are looking for new members to join their organization which comprises the top 2% of the smartest people on earth.
You just need to pay 500 PhP to take their examination and if you pass you are privileged to join their prestigious organization. You could hang out with the smartest people in the planet. Imagine that!
Is it really important to be intelligent? Yes! It could get you many opportunities and even make you rich. But, we have to remember that aside from high IQ, you have to balance it out with EQ.
Now, our team has our hands full with new hire agents. We need to focus on these agents to identify who will be absorbed by Operations. Evaluating these new hires can be really stressful. They take too much time on their call and you could feel their nerves on the phone. Some calls even get escalated because the customers sense their inexperience.
Amazingly, the new hire agents assigned to me have been very receptive in coaching. They listen and show improvement in their performance. You just need to guide them so they would be consistent.
Some TSR are not sharp as the others, but you could sense their potential because of the effort they exert. I have one agent who needs communication skills training but I can see that he tries to follow the tips I have been giving him during our coaching sessions.
However, we also have agents who hate following guidelines, especially the tenured ones. They have developed their style and habits that are already hard to break. It is just up to their QAAs on the strategy to move them on the right directions.
While others show their dedication, some representatives treat their customers as crap. You could hear it in their voice, they sound monotonous and bored. They leave their customers on hold longer and they take their sweet time to provide resolutions.
I’m thinking of giving a sponge bob award on agents who can absorb what they have learned in their coaching session. On the other hand, I would give boring and lifeless stones on agents who don’t seem to learn.
I know it’s silly but I’m still in the process of developing this idea.
Well, sponge bob is a model employee. He surely gives his heart and soul in every patty he serves his customers. This nickelodeon cartoon character may not be the most brilliant one in TV but he surely shows that good attitude can be more admirable than being a Mensa member.
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