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January 10, 2018

The Importance Of Regular Feedback Sessions With Your Phone Reps

In our last blog, we pointed out that one of the top ways to keep your call centre employees pumped about working for you is to ask them to provide you with feedback. Doing so encourages the people who work for you to be transparent with their feelings. It makes them a lot more comfortable in their working environments. Furthermore, it’s very beneficial for your business to get advice straight from the horses’ mouths.

“Invest time in asking and learning about how others experience working with your organization,” advises Susan E. DeFranzo on SnapSurveys.com, “Continued feedback is important across the entire organization in order to remain aligned to goals, create strategies, develop products and services improvements, improve relationships, and much more. Continued learning is the key to improving.”

Who better to help you improve your customer service practices than the individuals who speak directly with your customers on a daily basis?

It’s important, of course, to not only accept feedback, but to provide it as well. Naturally, as a call centre manager, one of your biggest tasks is to help your reps become better at their jobs. Quite often, this will involve one-on-one feedback sessions. These sessions should involve listening back to phone calls and pinpointing various portions of the calls where improvements could be made.

Feedback sessions should also include positive reinforcements. Pointing out all of the things that your reps did right is just as important as highlighting their areas of opportunity. In fact, it can be argued that acknowledging jobs well done is the biggest benefit to come from feedback sessions. There really is no substitute for giving praise. Making people feel good about themselves is arguably the best way to motivate them to continue to perform at their highest levels.

“Feedback is often mistaken for criticism,” says DeFranzo, “In fact, what is viewed as negative criticism is actually constructive criticism and is the best find of feedback that can help to formulate better decisions to improve and increase performance.”

How can MeloTel help you to vastly improve the ways in which you offer feedback to your reps?

Our Monitor/Whisper Control Panel has revolutionized the ways in which call centre managers assist their phone reps. The service enables you to listen to the calls taken by your phone agents live and as they happen. As a result, you no longer have to wait for feedback sessions in order to listen to recordings with your reps.

The service also allows you to whisper information to your reps during those phone calls. The other parties on the lines won’t hear a thing! This immediate form of feedback helps your agents to correct mistakes during their initial phone calls with leads. This saves them the hassle of trying to call back the leads they may have otherwise lost due to an inability to handle certain questions.

For more information about Monitor/Whisper Control Panel or any other of our cloud-hosted services, 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 VXCO.net 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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