In our last blog, we revisited the ever-important topic of providing constructive feedback to your call centre reps. In today’s blog, we’ll round our list of helpful tips.
Here are four more:
Some call centre managers like to provide feedback at their phone agents’ workstations. But this doesn’t exactly allow for a lot of privacy. It can prevent employees from opening up and having dialogues that can further enhance the effectiveness of the feedback sessions. As well, some managers provide feedback during group meetings. Again, for best results, you should sit down with each phone agent to have a private discussion.
“Even praise for some people is better delivered in a private meeting, rather than being pointed out in a public arena: some people simply don’t like being the centre of attention,” writes David Hassell on 15Five.com, “And allow the opportunity of feedback without a face-to-face meeting as it can make it easier for a person to say what they really think.”
Some employees take feedback the wrong way. We’re all human. We all have feelings. And there are those of us who simply don’t like to hear about what we’re doing wrong. With that said, it’s important that you communicate your intentions for providing the feedback. Be sure to let your reps know that your sole purpose is to help them improve upon their performances and achieve better results.
“The best feedback is sincerely and honestly provided to help,” says Susan M. Heathfield on TheBalanceCareers.com, “Trust me, people will know if they are receiving it for any other reason. Most people have internal radar that can easily detect insincerity. Keep this in mind when you offer feedback.”
If you’re serious about making your business better, you’ll be open to the fact that feedback should go both ways. Surely, there are areas where your phone agents can improve. But there are also areas where you can improve as their manager. Allow for a back-and-forth dialogue to take place, during feedback sessions, so that you can also benefit from constructive criticism. It will only help for the entire business to have more chances to prosper.
“Evaluation is tough and it takes a lot of thought and care to do it properly,” says Hassell, “Therefore, make sure you give your employee the opportunity to speak up in your meeting or get in touch with you about it afterwards. This way, you’ll get to know whether your effort has worked and whether you need to up your game with the next person!”
As we mentioned in our last blog, MeloTel’s Monitor/Whisper Control Panel allows you to listen to phone calls live and as they happen without being detected. While listening using the “monitor” feature, you can also “whisper” suggestions to your phone agents without the other parties hearing you.
In the event an interaction requires supervisory intervention, you can quickly “barge-in” to immediately assist and resolve any pending issues your rep may be unable to fulfill, while still maintaining the overall customer experience.
For more information about Monitor/Whisper Control Panel, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!
“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"
“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"
“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"
“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"
“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"
“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"
“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"