Friday Field Notes: Catch People Doing It Right
Most QA programs act like police.
But coaching isn’t about catching mistakes.
It’s about reinforcing excellence.
Behavior repeated becomes culture.
DO THIS TODAY:
Recognize one great call. Publicly.
🔥Your Offshore Center Sucks. Here's How to Fix It.🔨 (Offshore Support Done Right)
TL;DR: Offshore agents are asked to wear a mask… fake names, filtered accents, brutal metrics… then blamed when the mask slips. The fix isn’t another tool. It’s one standard, shared training, safer policies, better inputs, and respect on the line. Below: the story, the receipts to demand, and the pledge to run. Fluorescents hum. The city sleeps. A coach leans in and says, “Use your other voice.” Translation: hide who you are. Smooth the accent. Don’t spook the customer. An agent, let’s call her Mariel, answers, “Hi, this is Sarah.” Not her name. The screen runs a live accent filter. When it glitches, the mask slips. The customer sighs and asks for “someone in America.” Mariel knows the product. She can book the job. She still has to fight the bias before she solves the problem. We call the filter “productivity.” To the agent, it feels like a mask. The Triangle That Crushes Agents Three sides. One pressure point. Customers → Agents: Bias, impatience, “Can I get someone in America?”...
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