The Most Reliable & Trusted
VOIP Service Provider
in Canada
May 24, 2019

The Art Of Providing Feedback Without Hurting Feelings

In our last blog, we revisited the ever-important topic of feedback and reviewed some ways that call centre managers can make positive feedback part of their company cultures. It’s important that we reiterate that all feedback is positive. And, by that, we mean that any feedback provided should be for the purpose of generating a positive outcome.

It’s understandable that some feedback sessions can be tough. If a phone agent is underperforming on a regular basis, it can be difficult having to break the news that major changes are in order. It’s especially difficult when dealing with particularly sensitive personalities. So what are the best ways to provide feedback so that no feelings get hurt?

Let agents hear their calls for themselves.

Our last blog touched upon the benefits of letting phone agents listen to their own calls. During your feedback sessions, it’s important to let your employees know that you’re not out to get them. In fact, it’s the opposite. You’re on their team. It’s your job to help them perform at their bests. In some cases, you’ll need the “don’t take my word for it” approach by allowing them to hear their calls for themselves in order to pinpoint their errors independently.

According to Shauna Geraghty on, “providing the agent with an excerpt from the call recording that demonstrates exactly where they failed to meet expectations as well as quantitative data from call scoring forms will help to make the feedback more concrete and comprehensive. This will enhance the feedback process and make the coaching session more effective.”

Be honest about your own shortcomings.

In order to develop a strong feedback culture at your company, it’s important to be transparent. You’re human. And that makes you imperfect. Don’t be afraid to share that with your employees. Let them know you’re no expert at everything. Showing your vulnerability will help them take feedback with more grains of salt than normal. The most honest you are about yourself, the easier it will be to get your phone agents to be honest about themselves.

“It is critical that your call center agents feel comfortable giving and receiving honest feedback,” insists, “Without it, your feedback culture will fail. You want your employees to feel safe enough to express their opinions, feelings and most critical viewpoints. By fostering this environment where honest conversations can take place, you can get to the root of issues and iron them out.”

Make feedback part of your everyday.

As we pointed out in our last blog, feedback sessions shouldn’t be harrowing occasions. In fact, they should be conducted so regularly, they’re practically part of the everyday work schedule. Sometimes, feedback can be as quick and simple as saying “Great call this morning” to an employee you’re walking by. In other cases, feedback will require a private one-on-one meeting.

“If you want to foster a culture of feedback and incorporate it into your organizational structure – it cannot be irregular,” says, “For feedback to feel normal, it can’t only happen when something has gone wrong. Give feedback throughout the work day whether it is over a cup of coffee or during a quick meeting. The sooner it is normalised and becomes part of your agent’s everyday work life, the better.”

In our last blog, we also confidently stated that there’s no better way to provide feedback than to utilize MeloTel’s Monitor/Whisper Control Panel! For more information, please don’t hesitate to call us at 1-888-MELOTEL. You may also 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 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