Giving Feedback

Giving Feedback

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Giving Feedback

A good feedback system allows employees to learn about their performance in a way that permits them to improve it. Unfortunately, not all call center managers have developed such a system.  This shortcoming can not only stifle good performance within a call center operation, but can also create an environment where employees are completely dependent on their management’s judgment for guidance.  If a customer service department is to be successful, it must create an effective feedback system, as well as train its managers on how to communicate with employees.  

One of the most common form of feedback is what is caller "direct feedback".  Direct feedback is appropriate when call center management has not had an opportunity to create a process that makes the employees more self-sufficient.  Preferably, feedback should come from systems or scoreboards, so that employees can monitor their own performance.  

If call center agents have to wait for their managers to review and comment on their performance before they know how well they are doing, an unnecessary dependency is created.  By relying on direct feedback, management can create what is known as “stop light management”.  This phenomenon can be described as one where employees stop their progress until they receive positive (green light) or negative (red light) feedback on their work.  Nevertheless, direct feedback, if done correctly, can give employees a certain degree of guidance on how to improve performance.

Cal center managers who use direct feedback as a method of reinforcing or correcting behaviors can increase their effectiveness by making their observations specific, accurate, descriptive, informative and focusing on things that are controllable.  Specially when trying to correct poor performance, managers must concentrate on the process that contributed to the results rather than the person involved.  It is more productive to identify the causes of problems, so that future issues can be prevented, than to exclusively deal with symptoms.

Negative feedback should not only be objective and impersonal, but must also be directed toward behavior the recipient can do something about.  There is little constructive value in reminding a person of some shortcoming over which he or she has no control. 

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REFERENCE: CARTOON # 52