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?
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 Talkdesk.com, “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.”
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 Playvox.com, “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.”
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 Playvox.com, “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!