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March 15, 2019

Why Feedback Is So Essential In Call Centre Environments

Call centre environments are those that have large numbers of employees who are given the same tasks on a daily basis. Get on the phone, serve and sell – this is the basic mandate of every call centre phone agent. Their supervisors, of course, are tied with the task of ensuring that each team member is pulling his/her respective weight.

Just because a large number of call centre employees are given the same jobs, it doesn’t mean they’re all performing them at the same levels. This is what makes call monitoring so vital in call centre environments. As mentioned, supervisors are required to find ways of determining how each of their team members is doing. Providing feedback to help improve on performances is a huge part of any call centre’s success.

Providing feedback is most effective during one-on-one sessions.

There’s no better way to assist a call centre phone agent than to sit down with him/her in a one-on-one feedback session. Doing so allows you to provide specific attention to your employee’s performance. Your feedback should be catered to his/her skills as well as areas of opportunity. Be specific with what you like and what you’d like to see changed.

“If you manage a team of call center agents, our tip is to always allocate time for regular one-to-one feedback sessions with each of them,” reports Dóra Rapcsák of VCC Live, “By doing this, your agents will feel supported and valued by management…One-to-one sessions are by far the best way to discuss things, and much better than offering negative feedback publicly, which we would never recommend.”

Accepting customer feedback is essential to the growth of your business.

As a call centre business owner, manager or supervisor, your job isn’t just to provide feedback – you must accept it as well. There’s no one better than your customers to tell you how your company is performing. Your brand’s perception in their eyes is something you should pay strict attention to. As Alleli Aspili explains on CustomerThink.com, customer feedback helps businesses figure out strengths and weaknesses of its products from a consumer perspective.

“Being in the midst of a business often makes discovering problems a difficult task,” she writes, “However, when you ask for customer feedback, you are obtaining an outside perspective of the situation. A person looking is often better able to note your flaws than you are.”

MeloTel’s Monitor/Whisper Control Panel is the ultimate feedback tool!

With our innovative Monitor/Whisper Control Panel, you can both provide and receive feedback in ways that were once unimaginable. The “monitor” feature lets you listen to the phone calls of your phone agents live and without being detected. By doing so, you can easily keep track of call compliance while establishing powerful training tools.

The “whisper” features allows you to subtly drop in and coach agents on live calls at any stage of the sales process. You get the power to “whisper” suggestions or jump into a conversation whenever a rep is in need of assistance. In the event an interaction requires supervisory intervention, you can 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 contact us at 1-888-MELOTEL or use the Live Chat feature on our website!

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Danielle Cameron
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