Delivery Question:

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As part of my regular team monitoring, I assess all advisers call quality in order to measure them against the relevant KPIs. When reviewing calls for one adviser, I noticed a trend where the advisor was quite abrupt with callers. I scheduled a meeting in private with that adviser, which I prepared for by reviewing supporting information (including their performance statistics for the month).

I adopted a supportive style as I raised my concerns with the individual regarding their approach with customers, and confirmed their awareness of the business expectations regarding excellent customer service. I sensitively discussed with them any reasons they felt they were unable to deliver this, and emphasized the balance which needed to be maintained between quality and quantity. I adopted a coaching style to enable the adviser to work through any barriers and identify solutions, agreed reasonable and tangible expectations for improvement, arranged appropriate support and scheduled weekly meetings to review their performance against these expectations. As a result, the advisor improved their performance and now consistently achieves all targets.