You Gave Your Call Center Staff Productive Feedback. Now What? 8 Things You Should Do

HR Management for CX

Feedback is in the central part of growing a company and maintaining a skilled and aware team. Not to mention, when done right, providing feedback can be a powerful motivator as it lets employees know what they are doing right and areas where they can improve and grow.

26_You-Gave-Your-Staff-Productive-Feedback.-Now-What--Here's-What-You-Need-To-Be-Doing

So if you're already giving your staff feedback, you're off to a great start. 

You've gone ahead and highlighted star skills that were being applied and pointed out areas that your team could improve and in which they could grow.

But now what?

Now that you gave your staff productive feedback, the hard work doesn't stop there. There is continuous work that needs to be done in order for employees to thrive. You cannot expect for employees to take your feedback and improve on their own.

Here are eight things you should be doing as part of your post feedback process.

 

1. Set measurable and attainable goals

Feedback is great, but now you need to set a finish line for your staff to aim towards. Whether you're doing team or individual feedback, sit down with your staff and set realistic goals that can easily be measured in order to clearly see the progress.

But don't stop there.

Break down the goals into small bite sizes and set short, medium, and long-term objectives. This will keep your team motivated and fired as they complete each stage and move closer to the finish line.

Now your team knows where they need to go and how to get there.

Related: 14 Tips On Hiring Agents Who Align With Your Organizational Goals

 

2. Set a deadline to review performance

Setting a deadline to review set goals is crucial. Deadlines put pressure to achieve objectives within a certain amount of time. This means that staff must be actively improving.

Be sure to agree on the deadline with your team. An imposed deadline could cause employees to reject the work and feedback given. Ensure your staff is implicated and feel responsible for the tasks that have been assigned. 

 

3. Let staff work

This might sound easy, but if you are a small or medium company that is scaling fast, handing over the reins to someone else might take some getting used to. 

Nonetheless, you must trust in the abilities of your team. And once you have given feedback and the tools to improve, empower your staff with the responsibility to get there on their own.

Do not baby your employees or worse, micromanage them. Let them work and believe in the team you hired.

Related: 6 Reasons Why You Need A Quality Assurance Program Yesterday

 

4. Offer a helping hand

On the other hand, although you don’t want to be too hands-on, don’t disappear and leave staff fending for themselves.

Stay approachable and make yourself available to your team in case they need assistance. Your team will encounter roadblocks every now and then and it's best you be there to keep the ship running smoothly.

In case your team does not come to you, take the opportunity to ask them how they are doing.

You can even go a step further and mentor staff who show potential. The goal here is to let employees know that they can come to you if they are having challenges.

 

5. Have a check-in meeting

Not as formal as an official review, but not as casual as a simple “how’s it going?”

A check-in meeting allows team members to really reflect on how they are progressing and communicate their progress. This is also a great time to ask your team how they feel about the goals that you mutually set together from the beginning. 

A check-in can also give you the chance to readjust goals. Depending on your staffs’ capabilities, you might want to add new objectives, adjust deadlines, or make more attainable goals if your team is struggling.

 

6. Provide further support

Once you've sat down and reviewed the performance of your team post-deadline, some employees might not have been able to meet set goals.

Hear them out.

For those who are almost there, provide extra support and learning and give them the tools to reach their goals. Further support should also be provided to those who truly seem to be putting in their best efforts. 

And of course, post support also applies to overachievers who want to beat their personal score and want extra assistance.

Related: E-learning Tools and Online Training For Your Customer Service Team

 

7. Set new goals and reward

For those who excelled, don’t stop there. Set the bar higher. Employees should always look forward to beating their personal score, and continuously grow within your company.

Set rewards in accordance to the difficulty of the work achieved. This helps show your appreciation for their hard work.

Related: 6 Easy and Creative Call Center Rewards And Recognition Ideas

 

8. Cut those who didn’t make it

Weren't expecting that, were you? I know it sounds harsh and it's not a pleasant thing to do. But if you've continuously provided learning, feedback, support and more learning, there should also be a deadline for people who continuously underdeliver over time. 

Like all small and medium companies, every cost must be accounted for and it's important to maintain a lean operation.

Don't be afraid to lay off and continue building on your star team.

Feedback is a continuous work in progress and cycles to improve the organization on an individual basis.

Do you have a post feedback process? How was your team handled the process? Let us know in the comment box down below!

 

 

Jade Longelin Jade Longelin

Jade Longelin is a digital marketing specialist. When she's not working with PlayVox or her own projects, she's either traveling or spending time with her dog.

    • Twitter
    • Facebook
    • Linkedin