A call centre employee is a very special individual. And, it can be argued that he/she doesn’t get enough credit. It’s certainly not easy to be on the phone for the majority of your work day. And this is especially true for call centre phone agents who make outgoing calls in efforts to generate sales. The word “no” is the most popular one they hear. So, the ability to overcome rejection becomes a big part of their jobs.
As a result, call centre managers have the very important job of keeping their phone agents motivated and energized. Providing regular feedback, therefore, is one of the most important daily tasks. Feedback comes in all forms. A call centre manager must offer tips and advice to help improve the performances of their agents while also offering words of appreciation, encouragement and acknowledgement of jobs well done.
When is the most appropriate time to deliver feedback?
You know the saying “there’s no time like the present”? That’s the best way to answer that question. Immediacy is key. When you monitor the phone calls your reps are taking, you get immediate understandings of how well or poorly they’re performing. There’s really no time to waste if you find areas of concern. It’s best to provide the feedback right away so your reps can improve on their very next calls.
“The best time for feedback is right away or as soon as possible after the event,” insists Carolyn Blunt on CallCentreHelper.com, “If it’s positive and you see it, then say it. If the agent is still on a call, a thumbs (up) and a smile may seem cheesy, but it sends the message very clearly that they are doing well. Critical feedback should be given one on one but in a way that seems natural. Rather than calling them into an office, see if you can speak to them on their own while getting a cup of coffee or walking to the break room.”
How important is body language and tone of voice when providing feedback?
Being a good communicator entails being able to convey a message that creates an intended result. If you want your phone agent to feel confident that he/she can perform his/her duties better after a feedback session, you’ll need to make sure that he/she hasn’t been made to feel intimidated or ridiculed. Be very mindful of your body language and tone of voice to convey both respect and your desire to help.
What are the most important aspects of feedback in a call centre environment?
Blunt insists that the three most important aspects of training are that it needs to be measurable, memorable and motivational. Feedback should be results-focused. Making it measurable means that you are looking for your phone agents to meet specific targets as a result of their training sessions.
Feedback should also translate into new behaviour, says Blunt. To make it memorable, phone agents must quickly put their training into action so that they can retain what they’ve recently learned. Feedback must also inspire energy and involvement. To make it motivational, it must be something that phone agents look forward to. “Training that is motivational will be most effective in creating new behaviour that can result in better performance,” she writes.
At SIClytics, we offer call centre managers and owners opportunities to provide feedback in ways that were previously unavailable. Our incredible Live Call Monitoring services enable you to listen to live calls live and as they happen. It functions as an excellent feedback tool as it also allows you to whisper information to your agents without the other parties hearing you!
For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.