As we highlighted in our last blog, feedback sessions should be conversations that involve the thoughts and concerns of both parties – the call centre supervisor and his/her phone agent. The importance of providing quality feedback in any call centre environment cannot be understated. Feedback should involve self-evaluation.

For every call centre business, there is an all-important facet of performance enhancement that must be practiced. And, as we’re quite sure you’ve surmised from the title of today’s blog, that facet is feedback. Feedback, it must be stressed, isn’t just about telling call agents what they’re doing wrong. It also has...