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.”
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.”
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!