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How To Give Positive Employee Feedback In Your Call Center - PlayVox - ContactCenterWorld.com Blog

How To Give Positive Employee Feedback In Your Call Center

As a call center manager, one of the most important parts of your job is providing feedback. Regular feedback helps agents to improve their performance, stay on track to meet their goals and ensure that basic business outcomes are met.

 

However, a lot of feedback advice or training programs often center around constructive or negative feedback. We often forget that providing positive feedback is just as important and needs its own focus.

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Scott Halford, author of Be a Shortcut: The Secret Fast Track to Business Success sums up the need for positive feedback best: "Positive feedback stimulates the reward centers in the brain, leaving the recipient open to taking a new direction. Meanwhile, negative feedback indicates that an adjustment needs to be made and the threat response turns on and defensiveness sets in."

 

To be a successful call center manager, it is critical to know how to give positive employee feedback that will strengthen your team and reinforce the right behaviours in the workplace.

However, many of us are unsure how to go about it without coming across insincere or gratuitous. Here are five simple strategies to follow to help you give positive feedback that inspires and motivates your employees.

1. Timing is everything

For feedback to be productive and to make an impact on the employee it needs to be immediate. Don't wait until the person's next performance review to acknowledge an achievement or hard work. The human memory is faulty, and for positive feedback to take root it needs to happen at regular intervals and as soon as the commended action happens.

 

For example, if you want your call center agents to take the initiative more and rely on their good judgement instead of running to you with every single problem - praise that behaviour.

 

"Jenny, can I give you some feedback? When you take care of XXX issue, it takes the load off my back. Thanks for taking the initiative and solving the problem on your own. I appreciate it."

2. Be as specific as possible

If your go-to positive feedback line is "good job" it is time to broaden your horizons. Chrissy Scivicque from EatYourCareer.com recommends the following when delivering positive specific feedback:

  •    Use the person's name.
  •    Describe the specific actions you observed or learned.
  •    Avoid ambiguous details.

For example:

"Sarah, I appreciate you staying at work last night to help with the backlog. I know you were not asked to go out of your way to do that and you put in a lot of time effort. It shows your commitment not only to your role but the continued success of our team as a whole. Thanks for that."

 

By ensuring your positive feedback matches the above criteria, your employees will know what they did to warrant praise and will feel as if you are giving genuine feedback.

 

3. Keep your negative feedback separate

While it can be tempting to use a positive and negative statement back to back - this approach often does more harm than good. It creates confusion with the employee and makes your feedback come across as insincere.

Employees will feel as if you have used the positive reinforcement as a means to soften the blow and won't focus on the behaviours you want them to repeat.

If your call center agent has done an outstanding job dealing with a difficult customer on the phone, praise them for that. You don't need to give them a constructive feedback comment on what they could have done better. If you do need to discuss areas of improvement, schedule that conversation for another time.

4. Don't focus on recognising only results

No matter which industry a manager is in, too often we get trapped into the bad habit of recognising results and not what the person did to obtain them.

 

When giving positive employee feedback, make sure you are articulating the effort and behaviour and not the results which are often out of the employee's control.

 

For example:

"Alison, I think your presentation impressed the client. We might have a shot at securing this new contract."

 

By keeping this in mind, you are still acknowledging the work that Alison put and that it is worthy of recognition, even if the call center does not get the new business.

5. Recognize how the behavior made a positive impact

If you are struggling to come up with positive feedback comments ask yourself these questions about the employee:

  •    How has the employee made your life easier?
  •    How has the employee helped the team or call center as a whole?
  •    In what ways has the employee gone above and beyond their job description?

Once you can answer these questions, you will be able to identify the positive ways the employee's work is affecting you, the team and the organization.

 

For example:

"Olivia, I'm glad to know that our team can rely on you in a time of crisis like this. It gives me peace of mind to know you are here and how much you care about the team and the call center as a whole."


By following these five simple strategies on how to give positive employee feedback, you will have a more motivated and focused call center. Your employees will experience greater job satisfaction, and as a result, your team will increase productivity and work together like a well-oiled machine, thus making the time to be more conscientious and regular with your feedback entirely worthwhile.

 

Source: http://blog.playvox.com/how-to-give-positive-employee-feedback-in-your-call-center

Publish Date: February 10, 2017 5:00 AM


2020 Buyers Guide Omnichannel

 
1.) 
3Fiftynine

CardBoard
This real-time walldisplay is able to show every form of contact in a clear wallboard, with the necessary KPI’s per channel; like phone, chat, etc.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Call Tracking Metrics

Today’s customers aren’t always willing to pick up the phone to talk to a business, which is why an omnichannel communications strategy is essential. Because our software tracks chats, texts, and form submissions in addition to calls, we make it easy for you to interact with customers in their preferred method of communication. Take your strategy to the next level by utilizing our automated tools which can generate instant communications back to your customers as soon as they contact you.


PH: 8005771872

4.) 
CCT Solutions

CCT ContactPro
ContactPro empowers agents to efficiently serve customers in today's demanding world of Omni-Channel communication. The state-of-the-art technology solution helps contact centers to leverage their existing Avaya infrastructure while decreasing contact center costs and increasing customer satisfaction.

With a strong focus on Omni-Channel functionality ContactPro defines a new method for integrated traditional voice contacts, emails, fax and documents with modern web and smartphone communication for any WebRTC, chat, assistant browsing and file sharing, online presence, SMS/IM (text) and social media activities. Additionally, the web supervisor functions provide simple reporting and full me...
(read more)
PH: +1 305 766 3264

5.) 
Comm100 Network Corporation

Comm100
The Comm100 omnichannel customer experience platform powers real-time interactions via web, mobile, and messaging. We make it easy for organizations to answer questions, solve problems, and keep customers happy.

From front-line marketing and sales to ongoing service and support, Comm100 enables great digital experiences that drive revenue without increasing costs.
PH: 1-877-­305-0464

6.) 
ComSys S.A.

CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe...
(read more)
PH: +302109241486

7.) 
CTCOMM

Whatsapp
Facebook
Twitter
Linkedin
Youtube

8.) 
Eckoh

Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.
PH: 01442 458300

9.) 
eGain Corporation

eGain
eGain omnichannel customer engagement solutions power digital transformation for leading brands.

Guided by AI, knowledge, and connected analytics, eGain’s customer engagement suite enables excellence in digital-first, omnichannel customer engagement across digital self-service, including virtual assistance, messaging, chat, social, and email, seamlessly integrated with voice.

Based on a unified platform, the solution is trusted by blue-chip brands for customer engagement at scale that is effective, efficient, and consistent, while being compliant with best practices and industry regulations.

10.) 
ethosIQ, LLC

Customer Engagement Platform
The Customer Engagment Platform (CEP) collects multichannel interaction and application data from all channels, across multiple systems, providing a single, complete data source for ethosAnalytics to access and display information in useful, usable ways. CEP provides companies with scalable and repeatable software for big data solutions.
PH: 2816165711

11.) 
Eudata

Video Advisor
Directly engage customers through an effortless Video chat via your web page or mobile APP with a secure platform. Escalate from an existing chat or create a brand new video conversation, use desktop sharing and co browsing, record and track every step of the customer journey

12.) 
Fusion E-Solutions LLC

omnichannel support service, BPO services
We help businesses in their administrative and repetitive jobs as a be-fitting virtual assistant service provider. With an objective to reduce in-house burden, save time & money, and regain focus, we show flexibility in working 24/7 for clients with dynamic needs.

13.) 
Hodusoft Pvt. Ltd.

Omnichannel Contact Center Software
"HoduCC" is a comprehensive and consolidated contact center software. It guarantees to provide the best call center software that suits best for all types of call centers. Being one of the top Voice over Internet Protocol (VoIP) solutions providers across the globe, HoduSoft ensures that this contact center software offers intelligence, security, and advanced features.

HoduCC has been designed in a way to make sure that user loyalty is built and the customers’ expectations are accomplished. Doesn’t matter what your business size is, HoduCC is most affordable Contact Center Software for small businesses as well.

HoduCC allows customer support teams to provide personal, productive phone...
(read more)
PH: +918866728362

14.) 
Lieber & Associates

Omichannel Migration Consulting Services
Lieber & Associates provides technology, management, and operations consulting services to transform departments into omnichannel contact centers. After assessing current operations, the firm delivers a roadmap for testing and implementing technology, metrics, training, and any staffing required to meet omnichannel goals. The firm also advises on programs to migrate customers to the new channels.
PH: +1-773-325-0608

15.) 
MightyCall

A premier yet affordable VoIP phone system, working from home—or anywhere—has never been easier than with MightyCall, a no-hardware, no-nonsense solution for SMB.
PH: +1 (888) 256-8312

16.) 
Noble Systems

Noble Contact Center
Truly unified omnichannel operations. Your customers have growing expectations about how and when they want to interact with you. The noble contact centre suite helps you seamlessly communicate with your customers, no matter which channel(s) they prefer. Noble helps you optimise agent activity and improve the efficiency of customer interactions with our unified omnichannel solutions. Seamlessly manage communications over a variety of voice and non-voice channels including voice, email, sms text, web chat and social media. Simultaneously manage inbound and outbound communications without having to log in and out of programs. And combine all channels on a single platform to improve contact centre efficiency and profitability.
PH: +61 (0) 3.9008.1700

17.) 
Orbita

OrbitaENGAGE
70,000 health-related searches are made on Google every minute. The digital front door as a channel is more important than ever for helping consumers access care. OrbitaENGAGE, leverages powerful conversational tools such as chatbots, voice search, and voice SEO, which guide consumers as they search for and navigate care. Capabilities focus on call deflection and include: Find a doctor or location , Appointment scheduling , Healthcare FAQs, Virtual triage 
Virtual visits (via telehealth integration,)  andV oice Search and Voice SEO ,
PH: 617-804-5550
 



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