Call centre managers have tough jobs. This is isn’t the first we’ve acknowledged that and it certainly won’t be the last. Having to manage often-large groups of employees, organizing them into teams, monitoring their performances and providing feedback to improve productivity are all important parts of the job that can make or break a company’s success. In today’s blog, we’d like to emphasize the importance of that last quality. Providing feedback is a big deal!
Why is providing feedback so important? Without it, most employees feel that their performances don’t matter. They fall into modes of complacency and assume that what they’re doing is “good enough”. By getting constant feedback, however, phone agents are kept on their toes. Learning from mistakes and getting advice about how to improve performance are two integral elements of a successful call centre.
However, it’s of vital importance that we highlight the need for call centre managers to provide positive feedback. Remember, of course, that not all feedback has to be of the advice-giving nature. Letting your staff members know about the great jobs their doing has just as much value, if not, more. It’s all about boosting employee morale and making workers feel valued. When your reps know that what they do matters, their jobs will matter to them more.
How does providing positive feedback improve your business? Firstly, it promotes engagement between employees and employers. It’s long been said that “communication is key”. And this is certainly the truth amongst members of a business. You want your employees to be comfortable to share their ideas, thoughts and concerns with you. After all, they are the people who are on the front lines. They are your direct connections to your customers.
When you provide them with positive feedback that makes them feel good about the jobs their doing, they will be more encouraged to approach you with conversations about how to improve customer satisfaction. This is one of the best benefits of providing feedback – it helps for it to go both ways. Always seriously consider the feedback given to you by your employees. It’s bound to improve your relationships with your customers.
How does providing positive feedback boost performance? Never forget that your employees are human beings – not robots. They have feelings. And we all know what happens when feelings are hurt. Productivity dwindles as there is very little motivation to work hard. Positive feedback invigorates your team members with confidence. Your positive reinforcements will work to boost employee morale and give each member of your staff more pride in his/her job.
It’s also long been said that “a happy staff is a productive staff”. And let’s also not forget that smiles are infectious. When one of your employees is made happy, his/her positive energy is bound to rub off on his/her co-workers. It’s truly difficult to come up with a downside to having a staff of phone agents who are all feeling positively about their jobs and the workplace where their jobs are conducted.
At MeloTel, we offer the Whisper/Monitor Control Panel which has been called a “call centre manager’s dream come true”! It allows you to monitor your phone agents’ calls live and as they happen without being detected. It also allows you to whisper feedback to your employees while they’re on their calls, without your customers hearing you. This feature has definitely revolutionized the ways that call centre managers provide feedback.
For more information, please don’t hesitate to contact us at 1-888-MELOTEL or use the “Live Chat Support” feature on our website!