Dealing with a High-Performing Agent's Bad Attitude: How Would You Handle It?

Hi, I recently joined a call center in Q.A, and I often see one agent with a bad attitude towards everyone, including the seniors. His performance is good but annoying. How do I fix this?

The agent does perform well but has attendance problems and never respects the seniors or the MD whenever they are near his workstation.

Thank you for using our correction services. Let me know if you need further assistance.

Well, call centers often have their training department where they train employees in soft skills along with other duties. Here, it appears that his behavior may be a little rude or tolerable at some level. If you provide a few examples of his bad behavior, it will be easier to offer you a solution or suggestion.

I believe the employee may be facing issues related to resentment or personal challenges, either in their personal life or in the professional sphere. It is crucial to address these issues first, following which the implications of their actions on themselves, their team, and the organization should be highlighted. Encourage the individual to realign with their personal values, those of their team, and the organization as a whole, in order to grasp the broader perspective.

Regards,
Sanjiv

I am amazed that you have not given enough details even after people have requested it. Let me ask you a few specific questions. Who are you to judge whether someone's behavior is disrespectful or not when the MD tolerates it? Is it a Quality Assurance (QA) issue? If not, do not try to meddle in affairs not within your domain.

Example from Experience

Let me give an example from my experience of a case that appeared disrespectful but was not to the person involved. In the English language, we do not have words for addressing seniors respectfully. However, in Indian languages, we do. Our helper (Peon) would address my boss as "Vasu baappa" (Vasu come), in Kannada. The helper's mother tongue was Telugu. We usually use the term "banni" for elders and seniors. The root verb is "ba". When I raised the issue with him, he said, "What is wrong? I have addressed him as 'appa' (ba + appa). Appa means father. I have given him the respect that I give to my father."

So, unless the MD or others ask you to do something about it, do not bother yourself.

Addressing Bad Attitude Towards Seniors

The caption of the problem is "Bad attitude towards Seniors." Hence, it is important that any employee having an attitudinal issue in the organization is dealt with through HR procedures. They must be properly counseled to understand the organizational culture. I have only one message for my employees – there is no excuse for any indiscipline activities in the organization, even if the organization is making a profit of Crore Rupees because of them alone. It also depends on the organization's policy and procedures on how to deal with such indisciplined employees. If you are a true HR professional, you have the authority to address such attitudinal issues.

Regards,
Mahan
Manager HR and Compliance
Bangladesh

Thank you, seniors, for your valuable feedback and support. I appreciate it. The problem has been resolved as I had given a verbal warning to the respected agent. I can see signs of improvement in him and in the rest of the agents as well.

Regards,
William1175

I believe this agent is not aware of his attitude and how it is affecting others. To correct him, let him know about his attitude and how it impacts others and the institution. If he realizes that he is a misfit in the institution, he will surely change his attitude.