Communication

Effective communication practices can make the difference between an unreliable, dysfunctional team and a dependable, cohesive team.

• If a task is given, whether via Direct Message or email, respond to acknowledge the task has been received and understood.

• Once completed, follow up to notify of completion.

• If the task will not be or was not completed on time, be proactive in communicating this along with the reason.

Accountability

Verbal communications/coachings are important but insufficient when it comes to accountability. In order to hold an agent accountable, you must be able to show the agent received the communicated expectation in writing. Here are some examples:

• Chats

• Emails

• Employee Handbook Acknowledgement

• XE Learn Flash acknowledgements

• ADP Notes

• Corrective Action Plans in ADP

Chats and emails can be used for accountability purposes, but they are not ideal because they may ultimately be forgotten or difficult to locate for future reference.

Employee Handbook acknowledgements are used to standardize expectations for all agents. For example, the Code of Conduct policy is covered in the Employee Handbook. This means if an agent is ever in violation of the Code of Conduct policy, we can use their Employee Handbook acknowledgement to hold accountable.

XE Learn acknowledgements are basically addendums to the Employee Handbook.

ADP notes are an excellent way to officially document agent coachings. ADP notes should always come first before CAPs (with the exception of willful misconduct/egregious behavior). Failure to regularly document coachings in ADP will slow the accountability process.