Push that Agent from the Nest!

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7 ways to tell if you have left a newbie to long in the nesting area.

 

By Gail Yahner

Call Center Nesting:  1. The transition period between class room training and graduation to a production floor team. During this time, new agents take calls in a "sheltered" environment with additional support staff to assist and provide feedback.

It's time to push that agent from nest!

While there are many valid reasons to keep a trainee just a little longer in the nesting area between the classroom and the production floor, sometimes you just need to push them from the nest and let them fly!

1.  When the agent puts an engraved name plate on their temporary desk.

2.  When you hear the agent tell a newer employee to, "hang in there, it all clicked for me weeks ago and I still hang out here with the newbies."

3.  When the agent organizes a pot luck for all the newest "nest members."

4.  When the agent has had enough time to knit ear muffs for all the other newbie's headsets.

5.  When brand new agents approach him for call approvals.

6.  When you know more about his life than you ever wanted to—which means he has too much time to talk.

7.  When you get to work–he is already there–calling you over to his desk so he can show you the new updated policies.

*With special thanks to Jennifer Barrowman

Gail is a contributing writer for Call Center Cafe, the Community for Call Center Professionals. As the self professed Call Center Quality Queen, Gail shares her experiences in Quality and Training with readers. If you are would like to read more of Gail's articles please visit: http://www.callcentercafe.com  While you are on the site, sign up for the free e newsletter: The Call Center Café Newsletter at http://www.callcentercafe.com/call-center-newsletter/

 

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