Every agent in your call center has their own strengths and weaknesses. However, while praising the former is easy, actually addressing the latter is a task few managers actually relish.
Unfortunately, this is a key part of the feedback process that helps a team achieve its potential.
When delivering call center quality feedback, there’s a risk an agent might feel they’re being attacked on a personal level, even if your criticism is constructive.
Knowing how to provide call center quality feedback, without offending agents or affecting morale, is a key skill for call center managers. QA software PlayVox can help you to deliver feedback in a data-driven, non-confrontational way that truly helps agents grow.
Join us as we take a closer look.
1. Examine call recordings together to pinpoint the good and bad
With PlayVox, you can upload your call recordings onto the platform and listen back to them to identify their good and bad points.
- How warm and welcoming was the agent to the customer?
- Did they follow their script properly and resolve the issue on the first call?
- If the problem was of a complex nature, did they take the necessary steps to find a solution?
These can prove invaluable when giving call center quality feedback to your agents. First and foremost, they provide hard evidence in cases of poor customer service and allow managers to back up their argument.
Secondly, they let you examine the agent’s technique in detail without the need for role-play (though this can still prove to be a solid part of the feedback process). The agent will hear themselves in isolation and recognize areas in which they need to improve, rather than simply trying to recall a particular customer interaction.
It’s important to focus on both the positives and negatives when using call recordings, though. Point out the good parts too, to prevent the agent feeling as if you’re attacking their technique and competence. Praising their strengths will help you engage them and leave them more open to suggestions.
2. Deliver tailored, relevant training to every agent
One of PlayVox’s most helpful features is its Learning Management System. This is a powerful resource enabling you to deliver targeted training to each agent, refreshing their knowledge in a dynamic way.
The call center quality feedback process allows you to shed light on the weaker aspects of each agent’s work, whether it’s something simple like a lack of product knowledge or difficulty in handling customers. Through the Learning Management System, you can create quizzes and easily-digestible multi media content, making the training experience a little more interactive than just sitting in a conference room for hours on end.
This is more engaging for your agents and increases their ability to absorb the information. As managers, you should get to know which members of your team respond best to training and which tend to ‘switch off’ when they feel something isn’t relevant to them. The Learning Management System ensures only the most helpful training is delivered to each agent, addressing issues raised during the initial call center quality feedback session.
3. Use scorecards to measure performance on specific metrics
PlayVox’s QA scorecards option are an essential tool in measuring employee performance. You can set up custom ones for each team, ensuring maximum relevance to different duties and responsibilities.
For example, your scorecards can cover all areas of a call, highlighting the strength of the greeting, whether they asked the customer to repeat themselves, how helpful they were overall, and more.
The scores reflect their entire performance and offer an easy way to keep track of agents’ results over time.
Scorecards can be incorporated into your call center quality feedback to illustrate particular good and bad points, alongside call recordings. If an agent continually earns low scores on specific areas, you can point to the scorecards as hard evidence. Again, they will be more likely to take your critiques on board and take the required steps to improve.
Setting up scorecards takes just minutes and makes measuring entire teams’ abilities incredibly simple. Managers will find it accessible even if their technical skills aren’t quite as strong as they would like!
4. Keep feedback private with discrete messaging
It’s never a good idea to give call center quality feedback in front of an agent’s colleagues. Not only does this run the risk of embarrassing them and making them feel inferior, but this will only be exacerbated if they become upset. A good manager knows that feedback should be private and handled sensitively.
Playvox’s built-in messaging system enables you to provide feedback to them directly in a discrete, secure way, right at their desk. There’s no need to pull them away from their work and take them into a separate office. There’s no need to make them feel as if they’ve done something wrong before the feedback even begins.
You can engage with them in an informal, friendly manner with real-time messages and highlight those areas of their work that demand attention. This makes the feedback process far less intimidating for them and takes away the potential for awkwardness.
You can both take time to articulate yourselves more carefully and accurately when typing your responses too, minimizing the danger of heightened emotions taking control.
Call center quality feedback may not always be pleasant for managers and employees, but Playvox offers solutions to make it easier. Your customers expect service of a high standard, and feedback is vital to ensure that stays consistent.
It’s a mistake to subject agents to long, dull training sessions that are irrelevant to their everyday work and cause their mind to wander. Playvox’s targeted training, call recording and agent feedback tools give you the resources you need to keep agents engaged, motivated and at their best.
What foolproof ways to deliver feedback has helped your employees succeed? Let us know what has worked for you in the comment box below!