Call Center Performance - How to Lead Against the 4 Big Signs of Complacency

It stands to reason…if the gap between who you are and who you want to be is “just possible,” you are stimulated to reach higher.

So, too, in a company, comparing yourself to a more successful person can encourage greater effort on your part to achieve. Conversely, if you are the higher achiever, you may be tempted to relax, get complacent and let others catch up. These are critical foundational concepts behind creating a High Performance Call Center Environment.

As a Contact Center Leader, your number one job is to stimulate greater performance of your team. One of your most important tasks is to identify clear, transparent, and fair standards of job performance. This clarity will help you lead the fight against complacency that can take over average and low performance call centers.

Be on the lookout for the four key signs of complacency:

1. Satisfaction with what is rather than what can be
   
   
2. The sense that no more can be done
   
   
3. Lackadaisical acceptance of the traditional ways of behaving
   
   
4. Lack of interest in innovation and continuous improvement

Once you introduce a new and higher standard, you will need to offer the support call center employees will need to be successful in their journey toward improved performance.