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May 3, 2021

How To Provide Call Centre Feedback To Your Remote Phone Agents

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Has the pandemic forced your call centre employees to make and take phone calls from home? If so, you’re certainly not alone. For more than a year now, COVID-19 has created “work from home” environments all over the world. If you operate a call centre business, you’re fortunate enough to run a company that can operate via remote workers.

Undoubtedly, this has taken some getting used to over the past year. However, with modern technology many things have been made possible that were once unheard of. Among these things is the ability to use your business extension from a mobile device. With MeloTel’s VoIP-based Commercial Phone Services, none of your employees have to be in your office to use their business phones. With an internet connection and a device of their choosing, being a phone agent from anywhere is easy!

How do you provide feedback to your call centre agents?

With COVID-19 making it so that you’re no longer in the physical presence of your employees, it can be hard to track your team’s progress. That is, of course, unless modern technology comes to the rescue again. As you may have guessed, MeloTel has got you covered in this respect as well!

With our Monitor Whisper Panel call monitoring system, you can subtly drop-in and coach agents on live calls at any stage of the sales process. This innovative service gives supervisors the power to virtually “whisper” suggestions or jump into conversations whenever their reps are in need of assistance.

In addition, in the event an interaction requires supervisory intervention, you can use Monitor Whisper Panel to quickly “barge-in” to immediately assist and resolve any pending issues your rep may be unable to fulfill.

What are the keys to offering valuable feedback?

Do your best to be neutral and objective. It’s important to leave any emotion or personal thoughts out of your feedback sessions. The key is to focus on providing feedback this based on actual data. Offending your employees is no way to improve their performances. It’s also important to remember that feedback is a two-way street. Allow your reps to ask questions and present their own views on how things are going. Remember that they have first-hand knowledge of customer concerns.

Be specific about the improvements you would like to see made. Don’t simply say “I’d like to see your customer service improve.” Instead, explain that you would like your agent to use more probing questions in order to ensure customer satisfaction. Asking “Do you recall the date of when you made the purchase?”, for example, will help agents locate specific information to help their clients.

Do you like sandwiches?

A couple of years back, the MeloTel Blog suggested that call centre managers give each of their employees a sandwich. As the blog detailed, “the sandwich technique is a feedback practice that has you ‘sandwich’ your constructive criticism in between two comments of praise. It helps to deliver necessary advice in a more appealing and digestible way. This is incredibly important for sensitive types. After all, we’re all human and we all have feelings.”

For more information about how to use Monitor Whisper Panel to provide call centre feedback to your remote phone agents, please don’t hesitate to call us at 1-888-MELOTEL or email support@melotel.com.

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