I finished talking to the whole team individually today. I spent over two hours with one of the techs that is not performing. I told him to ignore what was told to him previously and to do three things every day and he will be an average performer with time to spare. I found another low performer that we inherited from another team. He is the replacement for my old position. I gave him the secret to high performance numbers and having two hours of spare time in the day. I want my team to perform above average and I will help them get there. Anxiety and lack of confidence is destroying them. I was in a similar place when I was in their position. I figured out what was needed for each position I was in and used other team members that were better than me as a gauge of my progress. At the end it went against everything the company didn’t want us to do. But it gave them the results they wanted. I made it public to the director and CEO what I was doing and the things they say to do doesn’t really work. I understand where they are coming from. But there are very few people that it works for. My system is simple, what it the number of tickets I needed to complete and pull each day. How many responses to each ticket for the lifetime of the ticket is needed. That’s it. Right now, I told all my low performers the exact number they need and do it every day. After a week you should get spare time. Use that to automate your work. I gave them the tools to use to respond to the ticket with little effort. Little typing, with a quality first response to the ticket. This sets them up to close the ticket quicker with less effort. At this point they will have more free time, less anxiety and time to sharpen your skills more to have more knowledge, which will start to help build your confidence in the subject. In 3 months, you should be the subject expert for that specific subject. The team has 36 specific subjects we are responsible to assist with.

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