Contact Center WFM: Dealing With Toxic Employees

Meeting contact center staffing needs goes beyond the science of predicting when you’ll need employees – it’s also about choosing people who are right for the contact center. What happens when all goes well during the hiring phases, but once hired an employee becomes toxic?

Accepting That You Have a Toxic Employee

Toxic employees are much different than difficult employees. They cause psychological pain and often influence others with their behavior. They often find their bad behavior fun and engage in certain behavior simply to find out if they can get away with it. Take note of how your other agents are reacting. Do they seem to have a slump in energy? Are they frustrated most of the time? Do they complain that they’re constantly being put-down?

Determining the Cause of the Behavior

Is the employee not happy with an aspect of their job or are they facing difficult circumstances in their home life? Are they upset with one or more co-workers? If there’s a reason for why they’re acting a certain way, it’s possible that they just need some help in order to improve, saving you the trouble of having to find a replacement.

Explaining the Behavior

Sometimes toxic agents are oblivious to how much destruction they’re causing. Explain to them what their behavior is and how it’s affecting the rest of the contact center. Guide them on how to improve. Make sure that they understand the consequences if they don’t change. Will they lose a privilege that they enjoy, like setting a flexible schedule or getting an end-of-year bonus? The initial consequence doesn’t have to be that they’ll lose their job (though that may be a possibility down the line).

Cutting the Cord

In the end, if the employee will need to be let go, it will require some sort of documentation. Even if you’re confident that the situation will improve without having to fire the employee, document everything from the beginning. A pattern of behavior has to be established by providing as much material as possible. This will protect you in the event that you do need to let the employee go.

It’s not unheard of for a contact center agent to turn toxic once they’ve been hired. Traits that went unnoticed before can be exposed. Knowing the red flags of toxic behavior can help you find and replace those employees immediately.

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