Good communication is the key to strong relationships. This is not only something that applies to romantic bonds (although it’s appropriate considering that Valentine’s Day is on the way), it applies to all types of relationships – both personal and professional. Consider the ways in which you communicate with the members of your work force. Do you consider yourself to be approachable?
How comfortable are your employees with speaking to you about issues important to your business?
The answer to this question is often enough to help determine what your company needs to become more successful. If your employees feel that you are standoffish, too busy or uninterested in having discussions with them, they will not likely be interested in approaching you. This will only lead to breakdowns within the business, high employee turnover and a lack of overall growth.
If your employees feel comfortable coming to you, you will enjoy vast amounts of feedback about the ways in which your company is pleasing (or displeasing) its customers. Naturally, this feedback will enable you to implement changes that are bound to improve customer satisfaction and boost overall sales to benefit your bottom line.
How comfortable are you with giving feedback to your employees?
Communication is a two-way street. Naturally, it’s important for you to be comfortable speaking to the members of your team. This can sometimes be difficult, especially when particular members are not performing at levels that you deem necessary. You may not want to hurt feelings – and we’re not suggesting you attempt to – but it’s important that you address issues that can pose detriments to your business.
Giving constructive criticism is an integral part of business growth. It serves to improve the performances of the people who work for you so that your company can enjoy a greater overall success rate. Angry, misinformed customers will not help your brand to develop. If you’re not helping your employees to correct their mistakes, it will reflect in the opinions the members of your customer base have of your company.
What steps are necessary to conduct strong feedback sessions?
Step #1. It’s important to identify the specific issues had by each of your employees. Obviously, not every worker is going to have the same opportunities for improvement. To identify problems, it’s important that you monitor the work of each employee. This is of vital importance in the call centre environment. Monitoring calls is a key part of any call centre’s success.
Step #2. It’s integral that you explain how the issue had by your employee negatively impacts the business. You don’t want to come off as being critical for no good reason. Explain the particular actions your employee has taken that have resulted in outcomes that could have been avoided.
Step #3. Offer a solution. It’s not enough to point out a person’s mistakes. Clearly, there must be advice given during your feedback sessions. Offering help is one of the most important parts of your job as a business owner or manager. At MeloTel, we’re very glad that we offer call centre business owners and managers the perfect solution to providing immediate feedback!
It’s known as Monitor/Whisper Control Panel. It’s a feature that allows you to listen to calls live and as they happen from your own workstation. It even allows you to whisper information to your reps while they are on their calls, helping them immediately! For more information, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!