Becoming an excellent call center agent doesn’t happen overnight. While there are a handful of talents and skills that some people bring with them to the job, most of these skills are taught during training and on the job. The more experienced and the better listener and learner a call center agent is, the better they will be at their job over time.
Receiving feedback is one of the best ways to improve as a contact center agent. However, there is a right and wrong way to offer feedback as a member of management in these settings - and the differences between the two can mean the difference in the success and failure of your agents in improving their approach and your business.
Here are a few pointers on the ethical and effective use of criticism and feedback in helping every member of your staff learn how to become a good call center agent: