Feedback Needs To Go Both Ways In Call Centre Environments

We’ve posted many a blog about the importance of providing feedback in call centre environments. At SIClytics, we know that call centre managers have tough jobs. It’s up to them to keep their teams of phone agents motivated each and every day. And, as part of their jobs, they must provide the type of feedback that is able to both be critical of past performances and encouraging in order to produce better results.

Phone agents, however, deserve the right to provide as much feedback as they receive. After all, they’re the workers who are on the “front lines”, speaking directly to customers on a daily basis. If anyone knows how customers feel about the businesses they have relationships with, it’s the phone agents that have conversations with them. A smart call centre manager is always willing to hear what his/her agents have to say about the ways in which business practices can be improved.

It’s important to have an open door policy.

On Inc.com, Ilya Pozin explains that making call centre employees feel comfortable speaking with their superiors fosters more productive workspaces. She quotes Justin Beegel of Infographic World, Inc., who describes the open door policy he has at his business. As part of the policy, the company insists on a showcasing a mutual respect between all co-workers.

“It’s amazing how a simple ‘please’ and ‘thank you’ fares with employees,” says Beegel, “We simply speak to staff the way we would want to be spoken to. We also have an open-door policy when it comes to suggestions and ideas. When employees feel that their voice matters, they in turn feel confident about their positions in the company and that they have more at stake than just a paycheck.”

Senior management needs to be involved in the feedback process.

If you’re truly going to implement an open door policy at your place of business, employees from every level need to be involved. That includes senior management. It should go without saying that positive reinforcements from the “big wigs” can be quite motivational for your staff. CallCentreHelper.com believes that senior managers should get in on the act of passing along positive feedback.

“You don’t need to spend a lot of money to make your staff feel motivated and valued,” notes the site, “Quite often a telephone call from a senior manager congratulating a team member on a ‘good week’ is equally as effective as an offer of a training course or gift voucher.”

Utilize the right tools to provide the best feedback possible.

At SIClytics, we offer call centre managers the unique experience of being able to listen to the calls of their phone agents live and offer feedback while doing it! Our Live Call Monitoring service enables you to whisper information to phone agents without the other parties on the line hearing it. The service has been proven to both significantly boost productivity and improve customer satisfaction!

For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.