Whats the best way to fire an agent who misbehaves or performs poorly?
Firing people is never easy, and only the most cold-hearted manager actually enjoys the task. On the other hand, it’s sometimes necessary to rid a call center of an agent who is chronically absent, disruptive, insulting, slow or stupid. Start by telling the agent that you’re dissatisfied with his or her performance. Offer to help the individual with additional training or mentoring. If such gentle tactics don’t work, issue the agent a firm verbal warning that describes the observed problems and cites specific actions that the agent must take in order to remedy the situation. If this fails, issue a written warning. If the agent doesn’t respond by either improving or quitting, hand the walking headache a pink slip and wave goodbye.
