Feedback Session |
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Feedback Session |
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Feedback SessionOnce a call center manager has determined the best approach to provide the feedback, he or she must select a channel of communication to deliver it effectively. Various channels differ in their richness, their ability to handle multiple cues simultaneously, be timely and be personable. For example, a face to face chat is high in channel richness because it provides for the maximum amount of information to be transmitted. Successful managers understand the strengths and weaknesses of various media and know how to select the most appropriate for the situation. Regardless of the channel used, some call center managers prefer to use direct feedback. This form of feedback has some merit, but it tends to be controlling because it mainly relies on the manager’s judgment. It is used to control performance, and not to inspire it. A better approach is informative feedback, which gives call center reps enough information to decide for themselves whether their work is acceptable or not. In other words, through informative feedback employees are provided with the criteria that a manager would use to assess performance. A good way to provide informative feedback is through a scoreboard system so the call center agents can measure their performance against a standard. For example, managers could stop pointing out error made during phone calls and instead create a Call center monitoring checklist that is well known by all reps. With this approach call center employees can go through the list themselves and avoid mistakes or correct them before the call is finished. The purpose of informative feedback is to take the manager out of the feedback system. As long as employees understand their expectations, and see that there is a good reason for doing good work, they will police their own performance.
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REFERENCE: CARTOON # 32 |
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