Feedback Session

Feedback Session

Feedback Session

   

 

 

GO TO CARTOON CATEGORIES

Are You a Copyright Criminal?   

10 Copyright Myths Explained   

U.S. Government Copyright Office Website

Email the Artist

 

Personal use of call center cartoons is free

 

 

 

 

 

 

Feedback Session

Once 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.

 

More Cartoons - Visit our various cartoon categories.

Call center  Books

Choose from a variety of industry related books to help you keep up with  call center trends.

Search Jobs & Resumes

 

NOTE - You may use the cartoons on this site free of charge as long as they are for personal use.  Free cartoons may not be reproduced or distributed in any way. 

TOPICS

Advanced Call Center Software

Answering Services

Auto Attendant Call Routing

Auto dialer Software

Auto Dialers

Automatic Call Distribution

Business Phone Systems

Outsourcing

Call Distribution

Call Recording

Computer Telephony Integration

Contact Center Software Solutions

Contact Management Software

CRM Software Solutions

CRM Solution

CTI Software

CTI Telephony Solutions

Customer Contact Center Solutions

Customer Contact Center Technology

Customer Relationship Management

Customer Survey Software

Direct Marketing Software

Direct Response Marketing

Interactive Voice Response

IVR Outsourcing

IVR Service

Phone Survey Software

Predictive Dialer Software

Predictive Dialers

Telecommuting Software

Telemarketing Autodialed

Telemarketing From Home

Telemarketing Software

Telephony Phone Software

Telephony Software

Virtual Call Centers

Virtual PBX Phone System

Voice Broadcasting Service

Voice Messaging

Work At Home

WFM

Telemarketing

Work From Home Call Center

REFERENCE: CARTOON # 32

Feel free to make a donation to help keep the site running -- Thank you

Feedback Session

More Cartoons    *   Buy Cartoons  *     Books     *     Job Info        Contact Us    *    Comments About The Cartoon?