The Most Reliable & Trusted
VOIP Service Provider
in Canada
July 23, 2020

Feedback Is A Necessity In The Call Centre Environment

Do you operate a call centre business? If so, the word “feedback” is probably thrown around quite a bit. It’s a necessary part of growing your business. And there are many different types of feedback that your company needs in order to grow. Firstly, you need feedback from your customers. Who better to tell you how your company is performing than those who support it?

Secondly, you need feedback from your employees. Who better to tell you what it’s like to represent your company than those who work for it? Thirdly, you need to provide feedback to your phone agents. Without doing so, you stand the chance of having mistakes repeated over and over again. Naturally, this is bad for business. But what are the best ways to provide employee feedback?

Conduct regular one-on-one sessions.

It’s hard to argue that there is no better way to communicate with another person than to have a face-to-face meeting. With COVID-19 still impacting our traditional work practices, you likely have a lot, if not all of your phone agents working from home. Of course, you can still have face-to-face meetings using video conferencing.

During your feedback sessions, be sure to provide as much feedback as you receive. All conversations should be two-way streets. Encourage your agents to fill you in on how things are going with them and the customers they serve. By doing so, you stand a much better chance of fostering improvements. One-on-one feedback sessions are excellent ways to show your staff the support they need to feel valued.

Be specific during your feedback sessions.

Both “you’re doing a great job” and “I’d like to see some improvements” are simply not good enough. It’s important to be very clear about what your agents are doing that is great…and not so great. Be specific about what you’re looking for and what you expect. Cite such examples as “when you apologized to that customer for the delay in his package being shipped, it went a long way in providing him with a satisfying result.”

In addition, you’ll also want to be clear about the improvements you’d like to see. “Going forward, I’ll be expecting you to slow down your rate of speech. When you speak too quickly, it makes it difficult for customers to understand you. In your last call, the customer asked you to repeat yourself three times.”

Use “the sandwich technique”.

It was exactly one year ago today that we originally blogged about “the sandwich technique”! It’s an important method of providing feedback for call centre managers who are afraid to hurt the feelings of their phone agents. To refresh your memory, the sandwich technique is a feedback practice where you “sandwich” your constructive criticism in between two comments of praise.

This method, “helps to deliver necessary advice in a more appealing and digestible way,” explained our blog from a year ago, “This is incredibly important for sensitive types. After all, we’re all human and we all have feelings. While it’s wise to keep employees happy, no call centre manager can afford to not help his/her employees improve.”

Need some help providing feedback to your call centre team? Please call us at 1-888-MELOTEL and be sure to ask us about our excellent feedback tool, the Monitor Whisper Panel!

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
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 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"

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