How do you avoid feedback fatigue or overload for call center employees? (original) (raw)
Powered by AI and the LinkedIn community
How do you avoid feedback fatigue or overload for call center employees? Feedback is essential for improving the performance and quality of service of call center agents, but too much or too little feedback can have negative effects. In this article, you will learn how to balance the frequency, intensity, and timing of feedback to optimize its impact and avoid feedback fatigue or overload.
Top experts in this article
Selected by the community from 7 contributions. Learn more
In my experience, it all depends - if the agent profile is in sales, weekly and as needed would be helpful. If the agent profile is in service, feedback weekly or bi-weekly would be best practice.
There should be at least once a week formal feedback where you should discuss performance in detail. This allows for continuous development and critical when it’s time for performance reviews to avoid “surprise” feedback. But informal feedback can be given anytime when it’s needed. A simple “good job handling that call” after live barging is feedback itself.
In my experience managing large scale offshore and inshore contact centre operations, my strategy has been the following: * Provide timely feedback on a regular basis ( monthly and quarterly) rather than overwhelming employees with a large amount of feedback at once. * Conduct regular check-ins and performance reviews to discuss progress and address concerns promptly. The key is also to : * Align feedback with specific goals and objectives. * Connect feedback to the achievement of goals and the overall success of the team or individual.
Feedback is key but do not overdo things. Conduct regular check-ins and performance reviews to discuss progress and address concerns promptly. Diversify feedback channels, allowing employees to receive feedback through various mediums such as one-on-one meetings, written notes, or digital platforms. Cater to individual preferences and comfort levels. Involve employees in the feedback process by encouraging them to share their thoughts and insights. Create a two-way communication flow where employees can express their concerns and suggestions.
Agree, regular feedback is so important, but done in the right way, you can prevent the fatigue. From my perspective, I give feedback all the time, but in different ways. It doesn't always have to be structured in a 1-2-1 of a coaching session, it can be in the moment or off the cuff. The important bit is that you're giving feedback!!
Feedback delivery
Giving feedback to call center employees requires a respectful and supportive tone with specific and clear language. Use concrete examples and data to illustrate your points, and explain the reasons and benefits of your feedback. Invite the agent to share their perspective and feedback, actively listen, and empathize. Work together to create an action plan and follow-up steps to implement the feedback. Show appreciation for the agent's efforts and achievements, and link it to their goals and expectations. Doing so will ensure that the feedback is received well and acted upon.
- One thing I would add here is feedback sessions should be done in a place where it’s comfortable for both parties to express their thoughts, and where there are no distractions. This helps ensures you both have each other’s undivided attention.
Feedback follow-up
To ensure that feedback is effective and leads to improvement, it is important to make it a continuous process with follow-up and monitoring. Track and measure the agent's progress and performance, using relevant metrics and indicators to evaluate the impact of feedback. Offer ongoing support and coaching, providing additional guidance and resources to help the agent reach their goals. Recognize successes and milestones, and solicit feedback from the agent on the feedback process. Acting on their feedback can help you improve your feedback skills and practices.
- Ensuring feedback follow up is key for continuous improvement and employee development. Here are my key strategies: 1- Establish Clear Action Plans 2- Regular Check-Ins 3- Performance Metrics- Define 4- Training and Development- offer this regularly 5- Recognise and celebrate improvements 6- Continuous Communication 7- Performance Reviews 8- Document feedback and follow-up actions 9- Incorporate feedback follow-up into employee recognition programs. 10- Encourage peer support and collaboration
More relevant reading
``