I have a new agent who was struggling with performance. To better understand his challenges, I have been consistently monitoring his progress and conducting 1:1 sessions. While some of his assigned leads had a low contact rate, we revised his scripts and objection-handling responses to make them more natural and easier for him to communicate with customers.

I proposed a structured step-goal plan for him as a new hire, which my boss approved. Since then, he has become more eager to hit his targets, as breaking down his daily, weekly, and monthly goals and providing regular performance updates has made them feel more attainable.

To further drive motivation, I launched a live contest for mini-teams, where the team with the highest sales revenue wins. This added incentive pushed him to work harder and contribute to the team’s success. Additionally, I had a direct conversation with him about the consequences of not meeting his target. He committed to giving his best, as he wants to stay with the team and FPS.

I’m pleased that these efforts have significantly improved his performance. Now, the focus is on ensuring consistency moving forward.

• Marianne Basa

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  • The core strength here is the ability to break down a large, daunting task (achieving sales targets) into smaller, manageable steps.

  • Coupled with this is the consistent tracking and feedback, which allows the agent to see tangible progress.

  • Additionally, the coach used motivational techniques (contests) and accountability measures (direct conversation about consequences) to maintain momentum.

• Situation and How it Helped:

  • Situation: A new agent was struggling with performance, possibly due to feeling overwhelmed by the overall targets and facing initial challenges with lead contact and objection handling.

  • How it Helped:

    • Structured Step-Goal Plan: By creating a daily, weekly, and monthly goal plan, the coach made the targets feel achievable. This reduced the agent's anxiety and provided a clear roadmap for success.

    • Regular Performance Updates: The updates provided the agent with consistent feedback, allowing them to see their progress and make adjustments as needed.

    • Live Contest: The contest created a sense of team spirit and healthy competition, motivating the agent to work harder and contribute to the team's success.

    • Direct Conversation about Consequences: The frank discussion about the consequences of not meeting targets created a sense of accountability, reinforcing the importance of achieving the goals.

    • Objection handling revisions: This gave the agent better tools to perform his job.

So to address this, I proposed a team weekly gamaes, where it's a battle of the most CSAT's and they get a raffle every CSAT and we drew it every end of month. They get prizes and I also encouraged appreciating small wins and checking them from time to time.

How it Helped: We discovered they were manually looking up data that was already available in a hidden tab of our CRM. By identifying this specific technical hurdle, I was able to show them the shortcut. Their DSAT score dropped immediately because they could resolve issues in half the time, turning their frustration into a confidence boost

Actions:

Observed live calls and identified knowledge gaps.

Used reflective questions instead of providing direct answers.

Broke down complex billing scenarios into simple, actionable steps.

Reinforced learning through targeted practice and feedback.

Result:

Reduced escalations and improved call confidence.

Met quality expectations consistently.

Became more independent in resolving customer concerns.

Key Takeaway: Great coaching empowers people to think critically and solve problems confidently on their own.