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August 8, 2016

The Importance Of Providing Positive Feedback

Call centre managers have tough jobs. This is isn’t the first we’ve acknowledged that and it certainly won’t be the last. Having to manage often-large groups of employees, organizing them into teams, monitoring their performances and providing feedback to improve productivity are all important parts of the job that can make or break a company’s success. In today’s blog, we’d like to emphasize the importance of that last quality. Providing feedback is a big deal!

Why is providing feedback so important? Without it, most employees feel that their performances don’t matter. They fall into modes of complacency and assume that what they’re doing is “good enough”. By getting constant feedback, however, phone agents are kept on their toes. Learning from mistakes and getting advice about how to improve performance are two integral elements of a successful call centre.

However, it’s of vital importance that we highlight the need for call centre managers to provide positive feedback. Remember, of course, that not all feedback has to be of the advice-giving nature. Letting your staff members know about the great jobs their doing has just as much value, if not, more. It’s all about boosting employee morale and making workers feel valued. When your reps know that what they do matters, their jobs will matter to them more.

How does providing positive feedback improve your business? Firstly, it promotes engagement between employees and employers. It’s long been said that “communication is key”. And this is certainly the truth amongst members of a business. You want your employees to be comfortable to share their ideas, thoughts and concerns with you. After all, they are the people who are on the front lines. They are your direct connections to your customers.

When you provide them with positive feedback that makes them feel good about the jobs their doing, they will be more encouraged to approach you with conversations about how to improve customer satisfaction. This is one of the best benefits of providing feedback – it helps for it to go both ways. Always seriously consider the feedback given to you by your employees. It’s bound to improve your relationships with your customers.

How does providing positive feedback boost performance? Never forget that your employees are human beings – not robots. They have feelings. And we all know what happens when feelings are hurt. Productivity dwindles as there is very little motivation to work hard. Positive feedback invigorates your team members with confidence. Your positive reinforcements will work to boost employee morale and give each member of your staff more pride in his/her job.

It’s also long been said that “a happy staff is a productive staff”. And let’s also not forget that smiles are infectious. When one of your employees is made happy, his/her positive energy is bound to rub off on his/her co-workers. It’s truly difficult to come up with a downside to having a staff of phone agents who are all feeling positively about their jobs and the workplace where their jobs are conducted.

At MeloTel, we offer the Whisper/Monitor Control Panel which has been called a “call centre manager’s dream come true”! It allows you to monitor your phone agents’ calls live and as they happen without being detected. It also allows you to whisper feedback to your employees while they’re on their calls, without your customers hearing you. This feature has definitely revolutionized the ways that call centre managers provide feedback.

For more information, please don’t hesitate to contact us at 1-888-MELOTEL or use the “Live Chat Support” 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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