https://melotel.com/wp-content/uploads/2020/05/inner-banner2.png
The Most Reliable & Trusted
VOIP Service Provider
in Canada
October 24, 2019

3 Signs Your Feedback Style May Not Be Helping Your Phone Agents

For every call centre business, there is an all-important facet of performance enhancement that must be practiced. And, as we’re quite sure you’ve surmised from the title of today’s blog, that facet is feedback. Feedback, it must be stressed, isn’t just about telling call agents what they’re doing wrong. It also has a lot to do with informing them about what they’re doing right.

Are you providing feedback the right way? Here are three signs your feedback style may not be helping your phone agents:

1. Your feedback sessions are one-way conversations.

All feedback sessions should be two-way streets. In other words, they should include moments when your phone agents provide you with feedback as well. If they feel comfortable being informative about improvements that can be made in the workplace, you’ve gotten yourself a win-win situation. Implementing changes based on feedback will help to motivate your agents to constantly improve upon their efforts in making your business great.

“A two-way conversation will provide some context,” CallCentreHelper.com points out, “Sometimes an employee did something because there was no other alternative, and they saw it as the best solution in that particular situation. Perhaps the systems were down that day, or there were issues with the phone lines. It’s good for managers to get some context before assuming employees are simply not doing their jobs properly.”

2. You don’t provide feedback consistently.

In order to foster steady growth in the performance levels of your phone agents, you must provide feedback on a regular basis. Don’t simply offer support one time and expect there to be any major changes. Your phone agents deserve to know that you have their backs. Sometimes, it can be as simple as “great job today” and other times, you’ll need to sit down with your team members individually to update them on their progress.

“When an agent is struggling to perform, it’s a good idea to offer the agent some extra attention,” says Donna Fluss on CallMiner.com, “Conduct routine evaluations of the agent’s calls, and provide timely feedback. When needed, provide additional targeted coaching that addresses the agent’s specific needs, and reinforce what they are doing right.”

3. Your feedback is predominantly criticism.

You always have to mix the good with the bad. Utilize what we like to call the “sandwich technique” when providing feedback. Begin with a positive sentence, followed up by your constructive criticism and then end off your point with a motivational phrase:

“I’m happy to see how enthusiastic you are on the phone. I’d like to see you build upon that by speaking a bit slower to your callers so that they can understand you better. I’m confident you’ll have a lot more success.”

“Feedback can be a positive affirmation that someone is doing their job well, and recognition of their efforts can be a motivating factor in the future,” notes CallCentreHelper.com, “In fact, even if there are issues that need to be corrected, feedback can have a positive outcome if delivered in the right way.”

To better your ability to provide feedback, take advantage of MeloTel’s Monitor/Whisper Control Panel. To learn all about it, please don’t hesitate to call us at 1-888-MELOTEL. You may also use the Live Chat feature on our website!

0 Comment
Leave A Comment

Here are a few testimonials from what our customers have to say:

Danielle Cameron
Heidi Kaufmann
Charles Murray
Rashalee Green
Fouad Shuhaiber
Name
Dr. Martin Jugenburg
Wayne Goldstein
Danielle Cameron (VP Marketing)Imprezzio Marketing

“Imprezzio Marketing has been with MeloTel for 4 years and their service has been outstanding over the years. Their customer support team is always extremely helpful and always responds and resolves any issues that we have. Thank you MeloTel for providing us with such great service. READ MORE"

Heidi Kaufmann (Manager )TK Enterprises

“When TK Enterprises found MeloTel 2 years ago, it was in a crisis situation. Our previous VoIP provider had left us in the lurch and within days, MeloTel had us back up and running and we’ve never looked back since. We started with VoIP services and have worked with them to bring our company’s technology levels up to be more cutting edge and competitive while reducing costs and mitigating risk the entire time. READ MORE"

Charles Murray (CEO)Benjamin Verde

“Benjamin Verde Incorporated has been a loyal MeloTel customer since 2013. We are able to provide a variety of Artist and Entertainment related solutions such as Web Hosting, Artist Marketing and Artist Funding to clients across Canada. By utilizing MeloTel’s robust products and services our agents are able to provide fast and efficient customer care to various radio stations, record companies, independent artist as well as popular international brands via Benjamin Verde’s VXCO.net portal. READ MORE"

Rashalee Green (VP of Operations)Synergy Marketing

“As the leaders in promotional advertising with over 25 years experience we strive to satisfy all of our clients’ needs when it comes to marketing them and their businesses. We go over and above to make sure that all of their advertising demands are met with no exceptions. MeloTel and Synergy have been in business together since providing exceptional VoIP and technical services. READ MORE"

Fouad Shuhaiber (CEO)National Projects

“I have been a MeloTel customer since 2009 and wanted to tell you how much my whole office appreciates your services. Life becomes a lot easier when someone is there to help when we need it. That kind of service is why we will remain a loyal customer for many years to come. Thank you! READ MORE"

Name (title)Skinjectables

“The transition to MeloTel has been exceptional on a number of levels. Cost savings of more than 50% compared to our old traditional multi-line system is a welcome benefit, but the service and features are what we are most pleased with. MeloTel gives us the capability to enhance our service to clients with features like “Find Me-Follow Me” which allows us to answer our main office lines from anywhere, at any time with our smart phones or soft phones. READ MORE"

Dr. Martin Jugenburg (Surgeon)Toronto Cosmetic Surgery Institute

“Toronto Cosmetic Surgery Institute is a plastic surgery clinic, located in downtown Toronto. On site we have a fully functional, state of the art surgical facility. MeloTel assisted us when we went paperless a couple years ago in replacing and restructuring our computer hardware and network. They have been providing us with IT support ever since. Whether it be remote sessions that are required, or on site visits, the service MeloTel provides is always quick and efficient. READ MORE"

Wayne Goldstein (CEO)Global Mentoring Solutions

“Global Mentoring Solutions (GMS) is a North American based, white labelled outsourced help desk provider that partners with major ISPs, eLearning Support Providers and mid-market IT Service Providers. With MeloTel’s telephone infrastructure services GMS is able to provide support for over 8,000 technical support interactions per month! GMS has been relying on MeloTel’s expertise and professional support services since 2010. READ MORE"

Request Information

Connect With Us

Back