One of the strongest internal motivations is the need to be good at something.
In a recent study on personality, National Geographic researchers point out that “people with a high need to achieve want to master challenging tasks; they compete against a standard of excellence set by themselves or by others. They like to win games, get good grades and succeed visibly at work. They are curious, interested and exploratory. They also hate to fail, so their preferred tasks are moderately challenging but not too hard. They pick their projects based on how well they think they can do them.”
Proficiency implies a sufficient level of expertise, to the point where an individual is trusted to do some sort of task. Mastery implies a level of expertise beyond proficiency.
Clear Mastery is designed to not simply create agents that are proficient in taking a call or performing a repetitive task but that are capable of a level of mastery that encompasses a broad learning capacity and understanding of the brand. When executing a specific task or responding to a challenging request, Clear Mastery ensures agents have the best available information, fully understand their impact to the big picture and are empowered to use individual strengths to achieve a successful result.
Clear Mastery requires a culture that is mastery-friendly, requiring more feedback and a specialized training approach emphasizing openness, competence and clear, bi-directional communication. It begins with training on fundamentals and frequent huddles to reinforce key skills, and progresses with job shadowing, coaching, mentoring, ongoing brand education and thorough product training, while equipping everyone involved in the reflection process with the applications, tools, infrastructure and network performance needed to be successful.
