https://melotel.com/wp-content/uploads/2020/05/inner-banner2.png
The Most Reliable & Trusted
VOIP Service Provider
in Canada
March 27, 2018

Why Is It So Important To Provide Feedback To Your Call Centre Employees?

If the title of today’s blog seems like a silly question – good – that means you’re already on the right track! It should be considered absurd to not provide call centre employees with feedback. In fact, we’d be willing to argue that out of all job types, call centre phone agents require the most attention from their superiors.

As the owner of a call centre business, it’s important that you never neglect the feelings of your employees. Call centre phone agents have emotional jobs. Considering that they’re speaking with people on the phones all day, they’re bound to encounter a wide variety of personalities. And not all of them are going to be pleasant.

One of the first jobs of a call centre manager/supervisor is to manage emotions.

Providing your team with positive energy at the beginning of each work day is definitely a good start. You want your agents to get their days off on the right foot. Holding morning meetings that include motivational speeches and even jokes and anecdotes can help lighten moods that may otherwise be in the dumps.

The key, of course, is to have your reps translate their good moods into excellent customer service. After all, no matter what products and services you may be offering, it’s important to make good impressions upon all those who your phone agents call. Customer satisfaction should be a top priority for all businesses. When your employees are happy, they’ll be a lot more likely to make your customers happy.

“You want the people who dial into your call center, for whatever reason, to have a positive experience (or as positive an experience as possible),” writes Stephen Roney on Clarabridge.com, “Allowing for the rare person just looking for a stranger on whom to blow off some billing-related steam, most customers are trying to get a question asked or a problem fixed – and they’re usually more than willing to tell you if their needs were not met.”

You can’t shy away from providing constructive criticism.

It’s an imperative part of the feedback you give your employees. It’s important not to delay in passing along helpful hints and tips. The quicker you’re able to correct mistakes, the less likely you will have disgruntled customers who complain about receiving the wrong information. However, on Playvox.com, digital marketing specialist, Jade Longelin advises that positive and negative feedback should be given separately.

“While it can be tempting to use a positive and negative statement back to back – this approach often does more harm than good,” she says, “It creates confusion with the employee and makes your feedback come across as insincere. Employees will feel as if you have used the positive reinforcement as a means to soften the blow and won’t focus on the behaviours you want them to repeat.”

At MeloTel, we proudly offer the ultimate call centre feedback-giving tool!

The Monitor/Whisper Control Panel allows you listen to your phone agents during their calls without being detected. But in addition to monitoring their performances, you can also whisper information to them so that they can immediately better those performances. This innovative service is practically a call centre must-have!

For more information, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!

0 Comment
Leave A Comment

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"

Request Information

Connect With Us

Back