5 Techniques To Offering Helpful Feedback To Your Employees

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Call centre managers, trainers and employers alike all have very important tasks on their hands each and every work day. They are tasks, however, that many business leaders don’t like all that much. Giving feedback can be hard to do. Some don’t like to provide it for fear of hurting feelings. Some simply hate the idea of wasting their time on employees who don’t seem to be able to perform their duties.

Neither should be a reason to avoid giving feedback. There are some techniques to offering it to your employees the right way. Here are five:

1. Strike while the iron’s hot. In other words, the second you see an opportunity to provide feedback, go ahead and do it. Arguably, there’s no better time to offer help than when a situation has occurred that requires assistance. When you let too much time pass – even a day – your memory will fade and the impact of your advice won’t be as strong. Providing feedback during critical moments is a great way to improve performance immediately.

2. Use the sandwich approach. If you’re afraid of bringing down employee morale, be sure to sandwich your negative feedback between two pieces of positive feedback. Here’s an example: “I really like the tone of voice you use on your calls. You make clear that you’re very friendly. However, I’d like you to try slowing down the pace of your speech so that you can be heard better. You’re putting in a great effort, keep it up!”

3. Encourage questions. One of the best ways for your employees to get the most out of the feedback you give them is for them to request it. Encourage your team members to ask questions about their own performances so that they can keep themselves on their proverbial toes. The more inquisitive they are about their job performances, the more likely they will be to improve upon them. Be sure to present yourself as open and approachable to foster such comfort.

4. Be crystal clear with expectations. To get the best performances from your staff members, they’ll need to know exactly what you’re looking for. In many cases, you’ll have to do more than simply say “you need to get your sales numbers up”. Instead, the communication of more specific expectations such as “I’m looking for you to increase your sales numbers by 15% this month” is necessary.

5. Remember that feedback is positive too! Don’t confuse the word “feedback” with “criticism”. Your employees need to know how well they’re doing even more than they need to know about what they could be doing better. Never hesitate to offer words of praise to employees who are performing exceptionally well. It can be argued that the more positive feedback you give, the more successful your team of workers will be. Happy staffs are productive staffs!

At SIClytics, we can help you to provide feedback to your team in ways that were once unheard of. We offer Live Call Monitoring services that allow you to instantly listen in and whisper feedback to your phone agents when they are on the phone with their customers. You can even “barge” into live calls as they’re happening. As well, our Live Call Feeds service allows you to visually monitor call activity as calls are happening!

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

5 Reasons Providing Employee Feedback Is So Important

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Just how important is it for you to give your employees feedback? Well, let’s put it this way – it couldn’t be more important! Research has shown that employees are much more engaged in their work when they feel that their managers and supervisors appreciate their efforts. Feedback, of course, isn’t just about telling employees what they’re doing wrong. It’s also very much about praising jobs well done.

To provide your employees with adequate feedback, it’s important to be attentive to their strengths and weaknesses. Monitoring calls becomes a huge part of an office manager’s job, as it helps to pinpoint both strong points and areas of concern. Commending employees for their excellent work is every bit as important as assisting employees with the areas of their jobs that require improvement.

Here are five reasons providing employee feedback is so important:

1. Many employees don’t feel appreciated at work. According to Jeff Fermin of OfficeVibe.com, 39% of employees feel this way. That means that they are a lot more likely to not care about their overall work performance. Furthermore, your business is susceptible to a much higher turnover rate if its team members feel as if their contributions don’t matter. Be sure to offer your employees the kind of feedback that expresses your appreciation.

2. You will inspire higher rates of productivity in the office. Workers are a whopping 30 times more likely to be actively engaged at work when managers focus on their employees’ strengths, says Fermin. There’s nothing like some good old encouragement to motivate your team to improve upon the work they’ve done. And, arguably, there’s no better way to encourage your team than to highlight how excellent they’ve performed for you in the past.

3. Your employees want feedback. Don’t assume that your team members don’t want to hear from you. When you manage an office that incorporates a team setting, you can get stuck in the mind frame that it’s best to “leave well alone”. But it isn’t. Fermin reports that 65% of employees want more feedback than the amount that they’re currently getting. To keep your team members on track, offer regular sit-down sessions to let them know how they’re doing.

4. The majority of employees will slack off when they get no feedback. Offering no feedback is the equivalent of saying you don’t care. If your employees never hear from you – whether it’s for positive or negative feedback – why should they assume that anything they do is of any consequence? An overwhelming 98% of employees fail to be engaged when managers give little to no feedback, reveals Fermin.

5. Employees work harder when you appreciate them. It’s that simple. Show your team members that their efforts matter and they will give you more effort. Fermin reports that 69% of employees say that they would work harder if they felt their efforts were better recognized. The importance of giving employee feedback cannot be understated. Evidently, the more you give, the better your business will function!

At SIClytics, we offer Live Call Monitoring services that allow call centre mangers to instantly listen in, whisper feedback to their phone agents or even “barge” into the live calls as they’re happening. We also offer a Live Call Feeds service that allows you to visually monitor call activity as calls are happening. Both are excellent tools for providing your employees with adequate feedback.

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