Even when feedback isn't always positive, there are ways to deliver it that make agents feel motivated to improve — not demoralised.
If you operate in a town with many competing call centres, retaining good sales staff becomes even more challenging — especially when you need to engage agents in feedback that isn't always positive. Even so, there are ways to give negative feedback whilst still making agents feel positive about the changes they need to make.
This is by far the most important step — and one many call centres miss completely. Some managers adopt a "rough" approach to almost any conversation with staff, which works for some yet alienates those who genuinely want to build their skills.
By framing your conversations in an upbeat, positive way, you shift feedback from a worrying, emotional activity to a constructive one. Always explain what you'd like to get out of a conversation first — and start with the positives. Every agent has strengths, and beginning there builds confidence before addressing areas for improvement.
Being specific can sometimes come across as accusatory, so the best approach is to explain what you believe might be happening — while leaving it open for the agent to have input too.
For example: "I've noticed your sales have been lower recently and you seem a little distracted and worried. Is there anything you'd like me to help you with?"
Phrasing that doesn't sound accusatory puts agents at ease. For the most part, these issues can be solved with extra training or other minor adjustments.
The very best floor managers help agents discover their own weak points before assisting them with ways to work through them. This can be difficult depending on the person, but most agents will have a good idea of what they need to succeed.
If an agent feels stuck, offer a range of ideas or give them a little time to think on their own. The key is making them feel ownership over their development.
The most important part of feedback isn't the process itself, but the destination it leads to — a better place where your agent has learned something new and their performance has improved.
Don't stop the process too early, as agents will often drift back into their old routine. Keep things positive and always follow up!
Great coaching starts with the right tools. Blue Telecoms provides call recording, agent monitoring and performance analytics to help your managers deliver better feedback.