For many call centre managers, providing feedback to their phone agents is considered one of the hardest parts of the job. That’s because they know that, in many cases, the feedback they provide may hurt the feelings of the recipients. However, that’s life. And, more importantly, it’s your business that’s at stake if its employees are not performing at the standards required of them.
At MeloTel, we’d like to argue that all feedback is positive feedback. What we mean is that “negative” feedback is meant to help employees improve. As long as the feedback generates a positive outcome, it is necessary. Feedback, by the way, should go both ways. When you accept constructive criticism from employees, it helps to foster a culture of positive feedback in your call centre. And there are many ways to pull this off.
This is pretty commonplace in every call centre throughout North America. However, simple reminders that your company records all calls should encourage your agents to perform at their bests. However, more importantly, recorded calls are necessary tools for strong feedback sessions. Not only can you listen to them, but you should play them back for your agents as well. There is arguably no better way for them to correct mistakes than for them to hear their mistakes themselves.
“Making call scoring and monitoring a cornerstone of the agent evaluation, training and feedback process will help to cultivate an environment of learning and progression within the call center,” writes Shauna Geraghty on Talkdesk.com, “When agents understand that their calls will be monitored and they will be provided feedback based on this, they will understand that it is in an effort to enhance their training and development, not to ridicule or punish them.”
When feedback sessions happen often enough, they will help to alleviate any trepidation that employees may have entering the sessions. Each session should also play out more like a back and forth conversation than a lecture. Give your employees the opportunity to share their feelings about how they’re doing. Believe it or not, most workers actually want to receive feedback on a regular basis.
“According to Officevibe, 65% of employees surveyed said they wanted more feedback and it is not hard to understand why,” reports Playvox.com, “Creating a regular system of feedback benefits everyone involved. Employees want to improve themselves, and they want recognition for their hard work. Companies want their employees to be committed to a culture of tenure and be more engaged at work.”
The way we see it, there’s no better way to provide feedback than to utilize MeloTel’s Monitor/Whisper Control Panel. It allows call centre managers to “monitor” calls live while being undetected. That way, they’re able to easily keep track of call compliance while establishing powerful training tools.
The service also lets you “whisper” suggestions or jump into conversations whenever a reps are in need of assistance. In the event that an interaction requires a supervisor’s intervention, you quickly “barge-in” to immediately assist and resolve any pending issues your rep may be unable to fulfill.
For more information about Monitor/Whisper Control Panel, please don’t hesitate to call us at 1-888-MELOTEL. You may also 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"