As we highlighted in our last blog, feedback sessions should be conversations that involve the thoughts and concerns of both parties – the call centre supervisor and his/her phone agent. The importance of providing quality feedback in any call centre environment cannot be understated.
Remember that, as a call centre supervisor, you shouldn’t be doing all the talking in your feedback sessions. In fact, you may want to allow your phone agents to begin the conversations. Figure out how they’re feeling about their performances. Ask them where they can see improvements in the ways in which the business handles its customer service policies. This will give you better insight on how to help improve each unique phone agent in your centre.
According to CallMiner.com, “the best coaches give agents the opportunity to review their monitored contacts and allow them to express how much their performance stunk before the coach goes and does it for them.”
If a feedback session with you is nothing but bad news, you’re not going to produce motivated workers. Your call centre will be filled with depressed, anxiety-filled employees who aren’t bound to make your customers feel any better. Be sure to offer feedback that is motivational in nature. Acknowledge the areas of improvement you’d like to see in your workers, but express your belief that things can be picked up.
“Often, when employees understand the reasons behind the feedback and can see the bigger picture, they are more willing to make the effort to change,” says CallCentreHelper.com, “It becomes less about them as an individual and what they might be doing wrong, and more about helping them see how they can improve their skills and knowledge to become more effective.”
It’s not good enough to say such things as “You definitely need to pick things up” or “I expect better from you next time”. Not only are such phrases demoralizing and borderline condescending, they don’t specify what you’d like to actually see improve. Be crystal clear about the actions you’d like your agents to take to foster improvement.
“Leaders offering vague or non-specific feedback often fall short of providing agents with the real-world examples and actionable advice they need to improve their performance,” notes CallMiner.com, “Tools like interaction analytics can help call center managers identify relevant issues and deliver precise, targeted feedback to agents and have a more direct impact on metrics like call handling time.”
At MeloTel, we believe there’s no better way to provide feedback than to utilize MeloTel’s Monitor/Whisper Control Panel. It allows call centre managers to “monitor” calls live while being undetected. That way, they’re able to easily keep track of call compliance while establishing powerful training tools.
The service also lets you “whisper” suggestions or jump into conversations whenever reps are in need of assistance. In the event that an interaction requires a supervisor’s intervention, you quickly “barge-in” to immediately assist and resolve any pending issues your rep may be unable to fulfill.
For more information about Monitor/Whisper Control Panel, please don’t hesitate to call us at 1-888-MELOTEL. You may also use the Live Chat feature on our website!
“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"
“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"
“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"
“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"
“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"
“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"
“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"