At MeloTel, we talk a lot about the importance of good communication. It’s important to note that the ways in which you communicate with your customers make all the difference in the world when it comes to how your business is perceived. Let it not be lost on you, however, that communication within the workplace is arguably, even more important. After all, if you can’t adequately keep the lines of communication open between your employees and co-workers, how will your business even function?
Thus, the importance of feedback must be highlighted. And we’re talking about feedback going both ways. As important as it is for your managers and supervisors to regularly pass along helpful information and advice to your employees, they too must be open to feedback. After all, when your employees deal directly with your customers, they attain first-hand knowledge about how to make customers happy.
It begins with listening. This is why it’s imperative that you believe in the two-way street approach to feedback in the workplace. When your employees pass along information or even suggest new policies based on their experiences, do not write them off. Take them into consideration. This has a twofold benefit. Firstly, it will help you implement new procedures that are bound to satisfy your customers. But, secondly, it helps your employees to feel valued.
When workers feel like their contributions matter, it does a lot to boost their morale. And if we’ve said it once, we’ve said it countless times, a happy staff is a productive staff. Two-way feedback is the very definition of open communication. And when this is present in the workplace, it makes for a better working environment for everyone involved.
To reiterate, the more motivated your staff members are, the more dedicated they’re bound to be to pulling off jobs well done. With that said, your feedback is also important because it helps your team to benefit from your expertise. When you listen to calls taken by your phone agents, for example, it helps you to pinpoint specific areas of concern so that you can immediately better them.
If your reps sound too abrupt or discourteous, for example, the constructive criticism you provide can help to change their approaches. This works to improve customer satisfaction and inevitably boost sales. On the flip side, a lack of feedback can serve to worsen and potentially end relationships between your business and your customers. Quite obviously, that’s bad news for your bottom line.
Our Monitor/Whisper Control Panel is, quite frankly, the perfect feedback-giving tool. Not only does it let you listen to phone calls live, but it allows you to whisper information to your phone agents while they are on those calls. The ability to provide this immediate, on-the-spot form of feedback can help you to improve performance during first-time encounters. Customers get the information they need and your reps get the learning experiences that simply help them to be better at their jobs.
For more information about our Monitor/Whisper Control Panel, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!