Providing Feedback to Employees in the Call Center

In nearly every Call Center across the United States, there is a team of specialists in the area of agent feedback. This team is called the Quality Assurance Team. The Quality Assurance Team records and monitors the calls that the agents on the floor participate in. They then grade the employees on specifics that occurred on the call. Once these statistics have been scored, the team then provides feedback to the agent that performed the call. Once the feedback is given to the agent and the meeting is concluded, the Quality Assurance Team takes this information and provides it to upper management. For the team of Quality Assurance Specialists, the most difficult task of all is providing feedback to the employees in the call center. In this article, we will be reviewing ways in which one may effectively provide the feedback to make it easier on both parties - the one giving it, and the one receiving it.

I have noticed, in my many years as a Quality Assurance Specialist, that many times the members of management will start to forget about the most important members of the call center - the agents taking and/or receiving the calls. This has a negative impact on the work environment in the call center and should be avoided at all costs. While you may not be able to change the mentality of the management team, you are perfectly capable of changing your own mentality. You should remember, each day that you arrive at your desk, that the agents that take and/or receive the calls that you monitor, are the most important part of your company - apart from the customers. You should learn to value the agents, and in return, they will value you and your opinion. When you provide feedback to employees in the call center, if they feel that they are valued and respected, they will be open and receptive to what you have to say.