7 Simple Tips To Give Quality Feedback In Your Call Center - Playvox (2022)

As a contact center manager, one of the most important parts of your job is providing feedback. Regular quality feedback helps agents improve their performance, stay on track to meet their goals, and ensure that business outcomes are met.

However, a lot of feedback advice or training programs centers around constructive or negative feedback. It’s easy to forget that providing positive call feedback is just as important and needs its own focus.

7 Simple Tips To Give Quality Feedback In Your Call Center - Playvox (1)

Why Do We Need Positive Quality Feedback for Contact Center Agents?

Scott Halford, author of Be a Shortcut: The Secret Fast Track to Business Success, sums up the need for positive feedback best in Entrepreneur: “Positive feedback stimulates the reward centers in the brain, leaving the recipient open to taking a new direction. Meanwhile, negative feedback indicates that an adjustment needs to be made and the threat response turns on and defensiveness sets in.”

To be a successful contact center manager, you need to know how to give quality feedback in your contact center that will strengthen your team and reinforce the right behaviors in the workplace.

You might be unsure of how to go about it without coming across insincere or gratuitous. Here are seven simple call center quality feedback examples to follow that will inspire and motivate your employees.

1. Timing Is Everything

Good feedback that makes an impact and leads agents to be productive needs to be immediate. Don’t wait until the person’s next performance review to acknowledge an achievement or hard work. The human memory is faulty, and for quality feedback to take root, it needs to happen at regular intervals and as soon as the commended action happens.

For example, if you want your contact center agents to take the initiative more and rely on their good judgment instead of running to you with every single problem — praise that behavior.

Of course, you need to consider their perspective — employees can sometimes be so afraid of making mistakes and risking their job they choose not to take the initiative.

It is vital to cultivate a company culture of openness and equality. This does not mean disrupting the standard structure of your contact center — managers, supervisors, etc. — but treating workers at all levels with the same respect.

Your employees must feel they can talk to you if they feel unsure how to solve a particular problem or complete a specific task. Being able to go to a superior for advice and assistance can help to avoid costly mistakes down the line.

Related Article: Poor Call Center Management Practices

Breaking down barriers and creating an environment that encourages clear communication between all members of the workforce makes giving quality feedback in the call center (both good and bad) much simpler. This makes timing less of an issue, as you can just drop by an agent’s cubicle and praise them in an informal way.

For example:

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“Jenny, can I give you some feedback? When you take care of an issue, it takes the load off my back. Thanks for taking the initiative and solving the problem on your own. I appreciate it.”

Positive praise will lift their mood, make them feel valued, and motivate them to take the initiative again in the future. Make a regular habit of giving credit where it is due, and you can build a more productive, confident workforce.

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2. Be as Specific as Possible

Not all managers instinctively know how to give quality feedback in their contact center. If your go-to positive feedback line is “good job,” it is time to broaden your horizons. Chrissy Scivicque from EatYourCareer.com recommends the following when delivering positive specific feedback:

  • Use the person’s name.
  • Describe the specific actions you observed or learned.
  • Avoid ambiguous details.

For example:

“Sarah, I appreciate you staying at work last night to help with the backlog. I know you were not asked to go out of your way to do that, and you put in a lot of time and effort. It shows your commitment not only to your role but to the continued success of our team as a whole. Thanks for that.”

By ensuring your positive feedback matches the above criteria, your employees will know what they did to warrant praise and recognize that you are giving quality feedback.

Using the employee’s name shows that you recognize them as an individual rather than just another anonymous worker. You are thanking them for going above and beyond their basic duties, which goes a long way to making them feel respected and rewarded.

The clearer and more specific you are about what an employee did right, the better they will be able to repeat and improve upon the positive action.

Related Article: 8 Things You Should Do After Giving Feedback to Your Call Center Staff

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3. Keep Your Negative Feedback Separate

While it can be tempting to use a positive and negative statement back to back, this approach often does more harm than good. It creates confusion with the employee and makes your praise come across as insincere. Knowing how to give quality feedback in the call center requires you to think carefully about the effect of negative feedback.

Employees will feel as if you have used positive reinforcement as a means to soften the blow and won’t focus on the behaviors you want them to repeat.

Related Article: How To Create A Feedback Culture In Your Company

If your contact center agent has done an outstanding job dealing with a difficult customer on the phone, praise them for that. You don’t need to give them constructive feedback on what they could have done better. If you do need to discuss areas of improvement, schedule that conversation for another time.

When you do deliver negative feedback, you have to be tactful and consider the employee’s feelings. This can feel far from your mind if you are having a challenging day yourself.

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Stresses and strains have a habit of shortening tempers, and if you are feeling in a bad mood, your criticism might become less constructive than it should be.

Try to arrange meetings to discuss mistakes and improvements at a time you know you are less likely to be frustrated or flustered. Get into the right headspace to see the discussion from the employee’s view. It is vital that they feel you are interested in making them a better, more productive employee rather than basking in the opportunity to flex your managerial muscles.

For example:

“Joe, thank you for sitting down with me for this discussion. The goal here is to look at how we can give our callers more and make sure they feel they have received the very best service. Let’s explore a few points to focus on that can help each customer end their call with a smile on their face, okay?”

The above example is friendly, focuses on the positive outcome of constructive criticism, and highlights your reasons for pointing out mistakes they might have made.

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4. Don’t Focus on Recognizing Results Only

No matter which industry a manager is in, it’s easy to get trapped in the bad habit of recognizing results and not what the person did to obtain them.

This is understandable. As a manager, your focus is often on the bottom line and keeping the contact center running at its best. You spend a lot of time assessing employees’ results and how they contribute to your overall success.

However, the reality is that your workforce is made up of people. They each have their own thoughts, feelings, hopes, dreams, and fears. Completing a task might be more difficult for one individual than for another, and praise can help to make them feel their effort was truly worth it.

Related Article: 12 Easy And Creative Call Center Reward And Recognition Ideas

Remembering that is key when thinking about how to give quality feedback in your contact center. When delivering positive employee feedback, make sure you are articulating the effort and behavior and not the results, which are often out of the employee’s control. Recognize the individual performed at an exceptional level and has demonstrated their abilities to a high standard.

For example:

“Alison, I think your presentation impressed the client. We might have a shot at securing this new contract.”

By keeping this in mind, you are still acknowledging the work that Alison put in and that it is worthy of recognition, even if the contact center does not get the new business. In this example, Alison’s presentation still represents your company and team brilliantly.

This will only do positive things for your reputation and might lead the prospective client to recommend you to others in the future. If Alison’s presentation did not win the contract, her manager should thank her again and emphasize that other factors beyond her presentation contributed to the client’s decision.

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5. Recognize How the Behavior Made a Positive Impact

If you are struggling with how to give quality feedback in the call center, ask yourself these questions about the employee:

  • How has the employee made your life easier?
  • How has the employee helped the team or contact center as a whole?
  • In what ways has the employee gone above and beyond their job description?

Once you can answer these questions, you will be able to identify the positive ways the employee’s work is affecting you, the team, and the organization. Think about the benefits they bring to the contact center and their colleagues carefully and prepare a few positive feedback examples you can point to while delivering praise.

For example:

“Olivia, I’m glad to know that our team can rely on you in a time of crisis like this. It gives me peace of mind to know you are here and how much you care about the team and the contact center as a whole.”

In this instance, Olivia is made aware that she is reliable, helps to make your job easier, and is a point of stability in your busy environment. You would also be drawing attention to her commitment to her colleagues and showing that you recognize how she has performed beyond what her contract might specify.

Related Article: 9 Contact Center Metrics Essential for Success

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6. Back-Up Quality Feedback with Evidence

Using call recording software gives you support when providing feedback, good or bad.

If an agent receives a call from a difficult customer who clearly has an ax to grind, how they handle it can have a serious impact on the caller’s view of the company. Agents are expected to remain neutral, be helpful and represent the company as best they can regardless of how insulting a caller might be.

This is much easier said than done. Many people might struggle to bite their tongue if someone were to launch a verbal assault at them, but being able to do so is the mark of a good agent.

If an employee has received such a challenging call from a disgruntled customer, play the recording back to highlight good or bad areas. Did the agent say something that worsened the situation? Did they manage to calm the caller down and leave them in a positive mood?

For example:

“John, your tone of voice here and your sincere apology on behalf of the company clearly set the customer at ease. You followed procedure and never rose to their attempts to trigger an emotional response. We will use this call in future training sessions.”

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7. Realize Quality Feedback Is a Two-Way Street

Your employees have their own thoughts and opinions on working in your contact center. They are the core resource and perform vital work every day.

While you should provide feedback on a regular basis to guide your workforce’s development, you must invite employees’ feedback too. This is a big part of knowing how to give quality feedback in the contact center.

Let employees know it is okay to be specific. Are there any factors that make their work more frustrating or complicated than it could be? Are your systems too convoluted and cumbersome? Do they feel undervalued and disrespected?

You should invite employees to provide feedback in an honest way, whenever they like. They experience the contact center and working processes in a different way to managers, and their insights can make a powerful positive impact.

For example:

“Melissa, thank you for your well-reasoned insights into how our software needs updating and improving. We are currently discussing options and plan to overhaul the system soon. This will help us all to work to a better standard and save time in the future.”

Your employees will feel that their opinion is valued and matters. Critiquing the way in which the contact center works takes courage, and individuals should be rewarded for that.

By following these seven call center quality feedback examples, you will have a more motivated and focused workforce. Your employees will experience greater job satisfaction, and as a result, your team will increase productivity and work together like a well-oiled machine, thus making the time to be more conscientious and regular with your feedback entirely worthwhile.

FAQs

How do you give effective quality feedback? ›

Giving effective feedback
  1. Concentrate on the behaviour, not the person. One strategy is to open by stating the behaviour in question, then describing how you feel about it, and ending with what you want. ...
  2. Balance the content. ...
  3. Be specific. ...
  4. Be realistic. ...
  5. Own the feedback. ...
  6. Be timely. ...
  7. Offer continuing support.

What are some examples of positive feedback for customer service? ›

Thank you so much for helping out with my customers while I've been away. It's such a good feeling to know that we can take time out when needed and the team are here to not just support our customers but support each other too. “

What are the 5 benefits of quality management in the call center? ›

Benefits of Quality Management in the Call Center
  • Improve Customer Service. ...
  • Increase Customer Retention. ...
  • Understand Agent Interactions. ...
  • Improve Employee Experience. ...
  • Agent Training Opportunities. ...
  • Identify Key Agent Characteristics.

What is formal feedback? ›

Formal feedback is planned and systematically scheduled into the process. Usually associated with assessment tasks, formal feedback includes the likes of marking criteria, competencies or achievement of standards, and is recorded for both the student and organisation as evidence.

Which of these are examples of positive feedback? ›

The correct answer is OPTION A: Excellent, your work has improved. In a feedback loop, positive feedback occurs when the effects of action lead to more of the same action.

What is quality customer service in call center? ›

What is Call Center QA? Call Center Quality Assurance (QA) is a process that can help ensure customer interactions are aligned with business goals. Call center QA aims to identify common customer issues, improve customer experience, and help standardize communication processes with customers.

What is quality in a call center? ›

Call quality measures the efficiency and effectiveness of conversations between customer service representatives and customers. High-quality calls are polite, professional, understanding, timely, and effective at solving the problem at hand.

How do you give a 5 star customer service? ›

  1. 5 good customer service examples to provide great service. Respond as quickly as possible. Know your customers. Fix your mistakes. Listen to your customers. ...
  2. 3 ways to improve customer service. Deliver context-based support. Innovate the customer journey. Invest in human and automated service channels.
8 Sept 2022

How do you give employees feedback examples? ›

Here are some positive feedback examples to help you get started:
  1. Your input to today's meeting was a game-changer for this project. ...
  2. I am truly impressed with how you have managed to meet every goal set before you. ...
  3. Consistency is one of your biggest strengths. ...
  4. You did a great job with your presentation today.
17 Aug 2022

What are the 3 types of feedback? ›

The three forms of feedback: appreciation, coaching and evaluation.

How many types of quality feedback are there in BPO? ›

3 Types of Feedback: Positive, Constructive, Negative - Managerial Coaching Tips.

How do I give feedback to my team? ›

How to Give Your Team Feedback
  1. What the Experts Say. ...
  2. Set expectations early. ...
  3. Create opportunities for regular check-ins. ...
  4. Ask general questions. ...
  5. Work your way up to structured reviews. ...
  6. Keep performance issues out in the open. ...
  7. Foster team relationships. ...
  8. Debrief every project.
16 Jun 2014

How do you write positive feedback for a company? ›

Positive feedback is a meaningful and effective method to ensure your employees feel valued.
...
FAQs:
  1. Be specific and include examples.
  2. Provide the feedback on a timely manner.
  3. Highlight your employees' effort (what they did).
  4. Give direct feedback.
  5. Provide regular feedback.

What are the 6 types of feedback? ›

Types of feedback based on tone
  • Positive feedback. This is the type of feedback that we all want to hear, it's when someone praises our work. ...
  • Positive feedforward. ...
  • Negative feedback. ...
  • Negative feedforward. ...
  • Constructive feedback. ...
  • Destructive feedback.
29 Apr 2021

What are the 5 types of feedback? ›

Let's examine the five types of feedback, as presented by Rogers, in their order of frequency.
  • Evaluative Feedback. This type of feedback is the most common. ...
  • Interpretive Feedback. ...
  • Supportive Feedback. ...
  • Probing Feedback. ...
  • Understanding Feedback.

What kind of feedback is best? ›

Impact feedback is the most effective type of feedback to start with because it informs a person about the results of their behavior without dissecting the details, assuming motivation, or placing blame.

How do call centers manage quality? ›

10 Ideas to Improve Quality in Call Center Scores
  1. Monitor All Channels. ...
  2. Make Feedback and Coaching a Consistent Routine. ...
  3. Focus on Your Low Performers. ...
  4. Follow Up Coaching by Tracking Improvements. ...
  5. Encourage Self-Monitoring. ...
  6. Motivate Your Agents. ...
  7. Don't Forget the Fun. ...
  8. Display Real-Time Statistics Prominently.
13 Apr 2022

Why is quality so important in a call center? ›

The benefits are many and varied — Effective QA can lead to better customer service, stronger employee-motivation, enhanced customer retention and more. Incorporating a reliable QA system will streamline the process and give your quality assurance team the tools they need to achieve the best results.

Why is QA important in a call center? ›

QA and team leads use QA software to easily assess these conversations against quality criteria. This ensures your teams are achieving their goals and your customers' expectations. The overall purpose of a good call center QA process is to pinpoint performance problems, coach effectively, and improve quality standards.

What are top 3 skills for BPO Quality Analyst? ›

Let's review the skills to look for when hiring a QA analyst for your support team.
  • A Quick Learner. The qualities of a QA analyst must have a global overview of the company. ...
  • Attention to Detail. ...
  • Analytical. ...
  • Good Coaching and Communication Skills. ...
  • Empathize.
23 Nov 2021

What are the roles and responsibilities of QA in BPO? ›

Here are twelve essential functions and tasks of a quality assurance team:
  • Developing Evaluation Programs. ...
  • Keeping track of the key industry trends. ...
  • Monitoring Customer Interactions. ...
  • Calibration Sessions. ...
  • Utilization of Technology. ...
  • Training and Coaching. ...
  • Compliance Monitoring' ...
  • Driving Innovation and Optimizing Processes.
21 Jul 2022

What makes a quality call? ›

A good call is one of clear communication on both ends. The customer is able to express his or her concerns. You or your agents treat the customer in such a way that makes the person feel that the company cares about their problem. Service is reasonably quick and concludes with some type of resolve.

Why is quality so important? ›

Quality is critical to satisfying your customers and retaining their loyalty so they continue to buy from you in the future. Quality products make an important contribution to long-term revenue and profitability. They also enable you to charge and maintain higher prices.

What is the most effective feedback? ›

Impact feedback is the most effective type of feedback to start with because it informs a person about the results of their behavior without dissecting the details, assuming motivation, or placing blame.

What is an effective feedback? ›

Effective feedback is designed to determine a learner's level of understanding and skill development to plan the next steps towards achieving the learning intentions or goals.

What is effective feedback in the workplace? ›

Effective feedback is a critical component of a productive work environment. It provides a mechanism for assessing an employee's performance, a guide for promoting the development of an employee trying to master a new task or competency, fodder for self-reflection, and a potential inducement to improve performance.

How do you give effective feedback to your students? ›

When giving students feedback, keep these tips in mind:
  1. Praise their efforts, not their talents. ...
  2. Mistakes and errors don't need to feel negative. ...
  3. Be specific. ...
  4. Explain feedback wherever possible. ...
  5. Start with a clear goal. ...
  6. Keep it timely. ...
  7. Feedback isn't just for finished work. ...
  8. Give feedback one-on-one.
18 Oct 2021

What are the 5 types of feedback? ›

Let's examine the five types of feedback, as presented by Rogers, in their order of frequency.
  • Evaluative Feedback. This type of feedback is the most common. ...
  • Interpretive Feedback. ...
  • Supportive Feedback. ...
  • Probing Feedback. ...
  • Understanding Feedback.

What are the 5 steps in providing effective feedback? ›

Use this five-step model to do just that:
  1. Ask for Permission. You would be surprised how much of a difference this makes. ...
  2. State What You Observed. Where possible, use specific examples and avoid being judgmental. ...
  3. Explain the Impact. ...
  4. Pause. ...
  5. Suggest Concrete Next Steps.
19 Jun 2020

What are 3 types of feedback? ›

Constructive feedback
  • Negative feedback – corrective comments about past behaviour. ...
  • Positive feedback – affirming comments about past behaviour. ...
  • Negative feed-forward – corrective comments about future performance. ...
  • Positive feed-forward – affirming comments about future behaviour.
27 Apr 2022

What are 5 qualities feedback should have? ›

Five Characteristics of Good Feedback
  • Good Feedback Is Timely.
  • Good Feedback Is Insightful.
  • Good Feedback Is Constructive (Not Critical)
  • Good Feedback Is Collaborative.
  • Good Feedback Is Actionable.
23 Mar 2022

Why is high quality feedback important? ›

1. Providing feedback is a well-evidenced and has a high impact on learning outcomes. Effective feedback tends to focus on the task, subject and self-regulation strategies: it provides specific information on how to improve.

How do you start feedback? ›

  1. Check Your Motives. Before giving feedback, remind yourself why you are doing it. ...
  2. Be Timely. The closer to the event you address the issue, the better. ...
  3. Make It Regular. Feedback is a process that requires constant attention. ...
  4. Prepare Your Comments. ...
  5. Be Specific. ...
  6. Criticize in Private. ...
  7. Use "I" Statements. ...
  8. Limit Your Focus.

How do you give employees feedback examples? ›

Here are some positive feedback examples to help you get started:
  1. Your input to today's meeting was a game-changer for this project. ...
  2. I am truly impressed with how you have managed to meet every goal set before you. ...
  3. Consistency is one of your biggest strengths. ...
  4. You did a great job with your presentation today.
17 Aug 2022

What are six components of constructive feedback? ›

Constructive Feedback: 6 Tips to Success
  • Be Specific. Identify the key areas and actions where the employee excelled or performed poorly. ...
  • Be Positive. Recognition is important! ...
  • Offer Autonomy. ...
  • Observation, not Inference. ...
  • Use Descriptive Language. ...
  • Avoid Feedback Overload.
15 Aug 2018

How you give effective feedback in your team? ›

By providing effective feedback well, you can ignite your employees, helping them and your organization thrive.
...
Ask for focused feedback.
  1. Describe your goal clearly. ...
  2. Ask for suggestions. ...
  3. Listen carefully.
  4. Thank the person. ...
  5. Repeat this process with additional people.
25 Oct 2016

Why is feedback important in communication? ›

Without feedback, communication is nothing more than information. This makes feedback the primary component in the communication process because it gives the sender the opportunity to analyze the effect of the message. It helps the sender ensure that the recipient has interpreted the message correctly.

What is constructive feedback? ›

Constructive feedback is the type of feedback aimed at achieving a positive outcome by providing someone with comments, advice, or suggestions that are useful for their work or their future. The outcome can be faster processes, improving behaviors, identifying weaknesses, or providing new perspectives.

What types of feedback can you use for giving instant feedback Why? ›

Negative feedback can you use for giving instant feedback.

This situation is known as negative feedback. Negative feedback loops in markets can thereby lessen volatility, for instance through contrarian or value investment.

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