Here's how you can give feedback to call center agents without demotivating them.

Favoriser un feedback constructif et motivant pour les collaborateurs des centres d'appels est crucial pour leur engagement, leur performance et la satisfaction des clients. 1. Se concentrer sur les faits et les comportements spécifiques. 2. Privilégier le feedback en temps réel et individualisé/personnalisé 3. Se concentrer sur le positif et les axes d'amélioration 4. Encourager l'échange et la responsabilisation du collaborateur 5. Reconnaître et récompenser les progrès/progression 6. Veiller sur un environnement de travail positif et bienveillant

In my few years in the customercentric universe, I have come to understand that every single thing matters. From your composure even if the customer won't and can't see you face but can tell your energy levels to the last word said on the call as a"ghost-salesman", to your methodology of taking a complaint, to resolving the challenge at hand and finally managing the customers' expectations. It is an all important combination of skills, mastery and excellence in view attitude. The way to encourage and not demotivate call centre agents is to ensure they understand the why. Anyone can be motivated by a paycheck but it takes "an understanding of the why" to deliver excellent customer service always not forgetting self-improvement beyond the job

The feedback session should be based on a collaborative mindset with the agent. The context must be clear- to share performance update, to provide support and guidance, and to encourage (motivate). I totally agree with Starting the feedback on a positive note- this is the reasonable approach actually. The collaborative mindset allows the agent to participate intently with openness to learn and improve from the feedback while also acknowledging and praising their strength.

First of all the subject is professionalism and rules. For any matter I have to convince the employee that this is the target of the company and this is the rule of the company. The ownership in him will be between. I always follow the 2nd point which is firstly to convince the worker if the work is not done he must be disciplined. If ownership doesn't come after ruling and he has to follow up on every issue then replacement should be looked at

I’d suggest staying polite & respectful while sharing performance feedback. Try using personal experience or examples related to the topic to narrate performance feedback. Brief your expectations and share ideas of how others have achieved their tasks or goals. Also, allow agent/employee to share their perspective which can help to identify the gap and get addressed then & there.

Be direct and simple. Don’t use overly complex language or beat around the bush and communicate the specific behavior action that needs to be addressed. Avoid general statements like “you need to improve your customer service skills, instead be specific about the issue. Encourage & empower them for demonstration of exceptional skills, spend time with them and provide ladder to progress.

1. Begin with positive comments to acknowledge strengths. 2. Be specific about areas needing improvement, providing clear examples. 3. I would like to offer some suggestions for improvement. 4. Use a collaborative tone and encourage agents to share their perspectives. 5. Focus on behaviors, not personal attributes. 6. Frame feedback as an opportunity for growth. 7. Reinforce belief in their potential. 8. Express appreciation for their hard work. 9. Follow up with support, such as additional training or resources. 10. Conclude with reaffirmation of their value to the team.

One thing I find helpful is to bring analogy to the table by using highly relatable scenarios so the message becomes clearer, visual, and by association, unforgettable.

When providing feedback to call center agents, it's essential to be specific and clear when discussing areas for improvement. Instead of generic comments, offer specific examples to illustrate your points. This helps agents understand exactly which behaviors or actions need adjustment, making it easier to address the issue and track progress over time.

Mostre como se faz, se problema for no atendimento por exemplo deixe que ele se escute e por si só veja seus pontos de melhoria, fale do quanto você gosta do seu atendimento e que sabe que ele sabe fazer,que talvez estivesse num dia ruim e que todos nós às vezes passamos por momentos difícil e como é importante ter alguém nos auxiliando e dando apoio quando necessitamos,que ele não está só nessa curva de aprendizagem,vamos aprender como se faz juntos,às vezes o simples fato de se sentir apoiado faz a diferença e sempre mostre o quanto melhorou parabenizando e se possível , através de pequenos encentivos de reconhecimento utilizando campanhas motivacionais.

It’s usually best to address the person directly, focus on professional aspects, get specific, highlight the positives, praise publicly and scold privately, give your feedback freely, respectfully & professionally, provide frequent time off, give small gestures of recognition & bonuses, be neutral & objective and use data as backup.

Instead of simply pointing out what went wrong, guide them with clear and practical steps they can take to improve their performance. This not only aids in addressing issues but also empowers the agents by providing them with the necessary tools and strategies to succeed in their role.

Tieing feedback with goals is a good way to share feedback with agents. Your objective of feedback should be clear, you can start by appreciating and conveying your message with relevant examples. Talk about range of elements, leave out links and personal information, keep it civil & friendly, never discourage agents because of shortcoming, pair them with experienced agent and allow them to learn and grow.

When providing feedback to call center agents, encourage a two-way dialogue by inviting them to share their perspectives and suggestions. This fosters a collaborative environment where agents feel valued and engaged in their own development.

Performing periodic check-ins to discuss their progress shows that you genuinely care about their improvement and are willing to invest time in their ongoing development. This continuous support not only strengthens the relationship between you and the agents but can also significantly boost their motivation and confidence as they strive to enhance their skills.

Building a Routine: Making feedback a routine part of the work environment normalizes the process, reducing anxiety and making it a constructive habit rather than a punitive measure.

Immediate feedback : Providing feedback immediately after the observed behavior ensures that the event is fresh in both the manager's and the agent's minds. This helps in accurately addressing the specifics of the situation and reinforces the relevance of the feedback.