Similar to all professions, when employed as a call agent, there is always room for improvement or a need for reassurance. However, since call agents play a key role in customer service, their superiors have to make sure to provide this feedback in a timely manner and on a orderly basis.
Make sure you are always monitoring your agents, and if you hear one make a mistake during a call, you should offer advice immediately about how they could have handled the the situation differently. This will increase the odds that a similar mistake will happen in a succeeding call. On the other hand, if you overhear an agent do something outstanding during a call, providing reassurance that they’re doing a good job will increase motivation. This positive reinforcement could be simple gestures such as a pat on the back or a thumbs up.
Another important part of giving feedback effectively is making sure to do so in the appropriate environment. Nothing is worse for an employee than to fear being embarrassed by a superior. Entrust that you have your employees best interests in mind when providing negative feedback. In addition, doing so in a private circumstance will put the employee at ease and make them more receptive to what you have to say.
With regards to positive feedback, no employee wants to see the same colleagues praised day in and day out. If there are “lead agents,” make sure they know who they are, but there’s no need to always make a big example of them. Instead, try to focus on those who are improving that don’t normally stand out.
An important factor in providing feedback is to be specific. Regardless of whether it’s positive or negative, make sure there is always data and numbers involved so the agent can work towards a particular goal. Also include customer feedback and call recordings so employees can hear real examples of situations they could find themselves in, and thus, how to resolve them efficiently.
Use feedback as a tool to teach your employees and treat it as a learning experience. Instead of just telling the employees your thoughts, open up the floor for a conversation. This meaning that the agent feels comfortable enough to collaborate with you on a solution. As a superior, your ears should always be open to hear what your employees have to say about the situation. Maybe there is an issue on their end that you don’t necessarily know about because you don’t work among them. When both sides have voiced their suggestions, make a plan of action to ensure the matter gets resolved.
The final step when providing effective feedback is following up with your employees after changes have been put in place. Are they running into less issues? Are they beginning to solve more of their own problems? Are they finding new and improved ways to get leads? Running a successful call center revolves greatly around the whole team working together towards the same goal and learning from feedback to provide the best customer service possible.