IT Employment
by scooter
There is a great series of books created to help get an understanding of the variety of personalities out there. (What they are motivated by, etc.)
title: "please understand me"
the two authors have a number of tools that you could easily use to gain insight into how your crew works
additionally, it sounds that some training could also be helpful. Soft skills are essential to succesful phone skills. This could go a long way to help the employees too. Since they would be able to artfully handle issues.
I have some members who get all of the "crappy calls' and others who have never had a "bad" call.
Hope that helps!
Scott
by jdesouza
Our company does precisely that type of work, using a variety of tools (such as the good ones mentioned in a previous reply). I would be glad to speak to you in detail.
John De Souza jdesouza@interaxcorp.com
www.interaxcorp.com
by bob gately
Knowing our type doesn't change our behaviors.
We find it far more useful to avoid putting people into positiond for which their behaviors are counter productive.
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