Example Of Negative Feedback |
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Example Of Negative Feedback |
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Example Of Negative FeedbackOnce a call center agent has been monitored, the next step should be to provide constructive feedback based on the performance observed. A good way to give feedback is to address, not only the negative actions captured during monitoring, but also to reinforce good behaviors. Providing well rounded feedback can help change the negative view that some agents have of the Call center monitoring team. To some reps, call quality monitoring is nothing more than a way to catch them doing something wrong, so they can be reprimanded. The real purpose of the QA team is to develop agents by helping them achieve higher levels of performance through one on one coaching. However, the negative image of the quality group can be attributed to the focus that is usually placed on pointing out undesired behaviors. No call quality feedback session should be complete without at least one positive comment regarding the agent's performance. In addition, words of encouragement are always in order anytime that previously addressed issues have been corrected. The feedback session should also be performed in a neutral place where the agent can hear the call and observe the same behaviors that QA has captured. The interaction must have a friendly approach and must be based on well understood quality rules. if the feedback session is not conducted in an objective and positive manner, it can help promote the misconception that the "QA police" is just out to get people in trouble. |
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