subject: Constructive Feedback Of Call Center Services [print this page] The role that constructive criticism plays in call center services can hardly be understated. It's one of the most motivating exercises for the call center agents. It can be a learning experience, a bonding factor and also a step to a positive future. However, call center companies have to be careful about the kind of criticism that they deal out to the agents. If they are not sensitive towards the way it is being done, then the telemarketing agents can find it tough to work under the stress of being criticized at all times. There are some steps that you can follow to ensure that the feedback given to the answering service agents is taken in the right spirit.
To begin with, feedback exercises should be ones that build the team spirit. If you isolate your telemarketing agents during such sessions, it sows the seeds of doubt in the others. Call center companies should make these transparent processes. Make sure everyone in the telemarketing services team shows up and also ensure that they are participating. If you monitor the calls made at the BPO desks, now is the time to play certain snatches to point out mistakes and also appreciate some smart marketing moves. It's always a good idea to start with the positive aspects first. That makes the call center agents pay more attention to the convener and also feel that the session is not being conducted as a sort of fault-finding mission.
After you are done with the positives and praised the ones particularly good in call center services, it's time for the negative points to be discussed. When you discuss the flaws, do not pick up individual agents to rebuke them or explain things to them in front of the other telemarketing agents. That makes them feel like a scapegoat. It makes more sense if you generalize personal mistakes. Then the other BPO agents learn from the mistake and at the same time the person who tripped up doesn't feel singled out for the flak. Generally the call center companies monitor and record the live calls for study and quality analysis. Call center agents become conscious of their mistakes and performances when they know that they are being monitored at all times. If the feedback sessions confirm their doubts of being picked out and censured, it will further affect their work.
Call center companies can make use of these feedback sessions to incorporate changes to the call center services that they have followed over time. These can also be used as sessions where the BPO service agents are introduced to new ways of doing the work. String the training part along with the feedback bit. Try not to make the agents conscious that they are being asked to do something new. Blend the usual methods with the new. Your aim in these sessions is to make the employees feel part of the BPO unit. They have to feel that sense of belonging with the organization and that is what will curb the attrition rate to a considerable degree.
