BPO-MANAGEMENT5 MIN READ
Talk through checklist resistance without dismissing it
Respond to agent resistance by separating observable behavior, quality impact, and useful inquiry.
Lena LN Customer care agent S Situation B Behavior I Intent QA dispute 3 min The agent feels punished Lena failed a compliance phrase after choosing a warmer customer response. If the supervisor dismisses her concern, the agent may comply resentfully without learning how to do both. 0 credit for required phrase before huddle 1
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