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October 5, 2016

How Important Is It To Provide Regular Employee Feedback?

All employees need feedback, both of the negative and positive variety. Regularly offering the members of your staff a healthy and fair combination of constructive criticism and words of encouragement is essential to the overall success of your business. After all, your employees are the ones who allow for your company to function. Without them, you wouldn’t have much of a business to run, would you?

Why is constructive criticism necessary? Firstly, it’s important to note that “negative” feedback really isn’t supposed to be negative. Offering some words of advice to help your employees improve upon their performances is supposed to be a good thing. It’s necessary because it will inevitably help to strengthen their abilities to do their jobs. The offering of tips about how to handle customer complaints or how to boost sales opportunities should be welcomed by their recipients.

Of course, it’s all in how you provide the feedback that counts. It’s important never to chastise or ridicule the individuals who are receiving your instructions. Your feedback should be structured in such a way that it builds people up as opposed to tearing them down. Some business owners and office managers fail in this regard. Their approaches come off as too harsh or disrespectful, and this doesn’t help to motivate staff members to do better.

What is the best way to offer constructive criticism? We’ve always liked the sandwich technique. It’s the concept of placing a piece of negative feedback in the middle of two positive statements. Here’s an example: “Your tone of voice is excellent. You always sound very pleasant on your calls. However, it’s important to make sure that you make at least two attempts to overcome objections. If not, sales will be harder to come by. Keep up the good work, you’re improving daily!”

Now, to be fair, we don’t imagine that you’re employees are made up of children. Grown adults should be able to accept feedback without getting their feelings hurt. But, we all know that certain personalities may receive constructive criticism in ways that demotivate them. While the “sandwich technique” many not always be required, it’s wise to firmly consider the personalities of the people you’re dealing with when offering negative feedback.

Why is positive feedback necessary? The importance of boosting employee morale can never be understated. Again, you’re dealing with human beings and not robots. Emotions play big roles in the way that people are able to perform their jobs. Never shy away from telling your employees about the great jobs they’re doing. If they’re excelling in their positions, let them know how much you appreciate them!

Don’t be afraid to offer your positive feedback at morning meetings so that your entire staff can bear witness to your acknowledgements. This not only helps for the honoured staff members to feel extra appreciated, but it will provide motivation to the rest of the team. It’s not uncommon for people to want their own accomplishments to be acknowledged and showcased in front of their co-workers.

At MeloTel, we offer an excellent tool for business owners who wish to provide regular feedback to their employees. It’s called the Monitor/Whisper Control Panel and it enables you to listen to the calls being made and taken by your phone agents. The calls can be listened to live using the “monitor” portion of the feature and you can even “whisper” information to your phone agents during their calls without the other parties hearing it!

This awesome feature is known for helping to boost both employee morale and sales numbers in call centres all across North America. For more information, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!

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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"

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