In the call centre industry, phone agents are the backbone of the operation. They are responsible for providing excellent customer service and ensuring customer satisfaction. However, call centre agents face a myriad of challenges every day. They include everything from handling angry customers to navigating complex systems and procedures.
As a call centre manager or supervisor, one of your top priorities should be to provide your agents with regular feedback sessions. They work wonders in boosting call centre productivity.
They boost agent performance.
Regular feedback sessions are a powerful tool for improving call centre agent performance. By providing feedback on their strengths and areas for improvement, you can help agents identify areas where they need to improve. You can also provide them with the necessary resources and support to do so. This will not only help them improve their performance, but also increase their confidence and motivation.
They improve customer satisfaction.
Customer satisfaction is the ultimate goal of any call centre operation, right? Providing regular feedback to your agents can help them to understand how their performance impacts customer satisfaction. For instance, you can share customer feedback with agents and provide them with suggestions on how to handle difficult situations more effectively. This will not only help agents improve their performance but also help them understand the importance of their roles in driving customer satisfaction.
They increase agent engagement and retention.
Agents who receive regular feedback feel valued and appreciated. This can lead to higher job satisfaction and motivation. As a result, they are more likely to stay with the company and be committed to their work. Therefore, it also leads to spending a lot less on hiring and training new employees. Speaking of training, by providing feedback on areas where agents need to improve, you can identify gaps in their skills and knowledge. This can help you develop targeted training programs to address these gaps and help agents improve their performance.
They generate continued improvement and open communication.
By providing feedback on a regular basis, you are encouraging agents to reflect on their performance and identify areas where they can improve. This can lead to a culture of continuous learning and improvement, which can help drive overall performance and success.
In addition, your regular feedback sessions will encourage open and honest communication, which can help build trust and foster stronger relationships. This can also help agents feel more comfortable sharing feedback with their peers and supervisors, which can lead to better collaboration and teamwork.
Take advantage of Monitor Whisper Panel!
MeloTel’s Monitor Whisper Panel helps to make feedback sessions a breeze! It allows for calls to be heard live and for feedback to be given immediately. The “monitor” portion of the service allows call centre managers to listen to both parties on the call undetected. The “whisper” portion of the service lets managers drop in to live calls and coach phone agents on the spot. They can “whisper” suggestions or jump into the conversation whenever a rep is in need of assistance.
In addition, supervisors can even “barge in” to immediately assist and resolve any pending issues. To learn more about Monitor Whisper Panel, please don’t hesitate to call us at 1-888-MELOTEL or email support@melotel.com.
