A great feedback culture does not just happen overnight but is a well worth effort that can improve the culture and performance of your contact center.
Feedback is an important part of personal development for all staff, and a strong feedback culture won't just help your call center grow, it will also help your agents build character as they learn to handle both positive and negative feedback.
Here's a quick step-by-step guide on how you can implement a strong feedback culture in your call center that will benefit your business and employees.
According to an infographic by OfficeVibe, 39% of employees do not feel appreciated at work and companies that implement regular employee feedback see 14.9% lower turnover rates.
In the modern workplace, the paycheck is no longer the sole reward. Employees have other needs that go beyond monetized rewards to feeling valued and engaged at work.
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With the call center industry having such high staff turnover, it is more important than ever to make sure call center agents feel listened to by their manager and highly engaged in their work. A feedback culture allows everyone to feel rewarded. It gives employees a platform to give and receive constructive feedback and the call center a chance to identify and fix problems.
According to Officevibe, 65% of employees surveyed said they wanted more feedback and it is not hard to understand why.
Creating a regular system of feedback benefits everyone involved. Employees want to improve themselves, and they want recognition for their hard work. Companies want their employees to be committed to a culture of tenure and be more engaged at work.
**Why and how to create a strong call center culture**
By incorporating a feedback system into your organizational structure, you can help to nip issues in the bud before their grow into bigger problems. Whether its weekly one-on-one sessions or daily conversations, creating an environment where feedback is expected and accepted is key.
**Coaching: the art of providing meaningful feedback**
It is critical that your call center agents feel comfortable giving and receiving honest feedback. Without it, your feedback culture will fail.
You want your employees to feel safe enough to express their opinions, feelings and most critical viewpoints.
By fostering this environment where honest conversations can take place, you can get to the root of issues and iron them out. However, an employee should never feel forced into having a feedback conversation. Rather postpone it until they have cooled down and are more open to having the session take place.
If you want to foster a culture of feedback and incorporate it into your organizational structure - it cannot be irregular.
For feedback to feel normal, it can't only happen when something has gone wrong.
Give feedback throughout the work day whether it is over a cup of coffee or during a quick meeting. The sooner it is normalised and becomes part of your agent's everyday work life, the better.
Everyone is different. Everyone likes to give or receive feedback in a variety of ways. By creating a work environment where it is possible to have various feedback channels, the more engaged your call center agents will be with the process.
Some of the different types of feedback channels you can implement are:
If everyone is only saying nice things, you are not going to be able to unearth any issues until it is too late. By creating a feedback culture that feels safe, your call center agents should feel comfortable coming to you with both types of feedback.
However, they should also feel comfortable receiving it. While it can be tough to hear negative feedback, if we never hear it, we won't know where we are going wrong.
By being honest with your employees, you can help them grow by becoming more self-aware and guiding them on their path to success.
The final step in creating a feedback culture is accountability. There needs to be a degree of transparency filtered down from management to the call center agents. Everyone needs to be aware of how the system works and its benefits.
There is no point in implementing this culture if nothing is going to change. The call center needs to be held accountable for implementing changes and employees need to hold up their end of the bargain. Otherwise, nothing will change, and employees will continue to feel unheard and unhappy.
By intertwining accountability within your feedback structure, you are creating a call center environment where there is a strong sense of mutual trust, collaboration and respect.
The benefits of creating a feedback culture in a call center can't be ignored. It boosts motivation and helps to identify problems that can be stagnating business operations.
Call center agents who feel heard by their managers will be happier at work, and as a result, their productivity will increase. This, in turn, will lead to higher rates of customer satisfaction. This positive ripple effect can't be ignored.
As you implement the above points, you need to involve the whole team before you can reap the rewards. Lay the foundations of a strong feedback culture by getting every team member on board every step of the way.
Publish Date: December 23, 2016 5:00 AM
Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
|2.)||Lieber & Associates|
Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
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