Friday 17 February 2012

Feedback in the Contact Center Outsourcing Industry Matters a Lot


The call center industry is a prime support for business holders that needs customer all the way from the different corners of the globe. It is believed that the interaction of the hard work of the customer representatives is hardly justified in a majority of call centers. Is it the fault of the managers or the supervisors that only believes in attending calls? Or it is not a way to allow feedback session for the tele-callers who spends day and night in the service of the customers. A recent survey exclaimed that     
  • Around 65 percent remarked that they have very few interaction sessions with their superiors
  • 50 percent said that they were appreciated without any proper feedback on the vital aspects of their performance
  • The criticism was more than the above stated factors and very less information was provided to correct the problem
With these statements, we can simply draw a statement to notice that the feedback is never been considered as the basic elements that boost performance level. There are hardly very few managers in the contact center outsourcing companies do not cooperate on a consistent basis with their teams. The emphasis is only being laid on the targets and business results.
A very common dialogue from the superiors is - “Last month we overlooked our sales goal.  This month we need not repeat the same but to knock it out!"
The feedback sessions can be a great tool to boost the confidence and eliminate the flaws that stands in the path of progress. It has to be very specific and the mentors should be delivering them in manner that makes the agents comfortable to accept and dedicate in the coming projects. Offshore Contact Center Services in India should be delivering the same to make a better foundation of the industry and set an example that is followed by all the competitors.
Feedback should be demonstrable. Show them the methods and make them understand in a systematic manner. Clarify the pros and cons of these feedbacks and how these can help them individually and for the company growth. Make sure to devote time while discussing the results and that too in a pleasant way. Try to make the agents share their personal statements and what are the conditions that are making them do so.  
The calling supervisors engaged with the developmental process of the offshore contact center outsourcing companies should be able to explore the other alternatives and measures to stabilize the method. Discussions and sessions in regular intervals are the most suitable methods to bring change in the results. When all this becomes normal and agents are happy with their performances, the business will ascend high.   

1 comment:

  1. This is Pawan Nair from JKL and I’m a Sales Manager. Our company is growing and we are looking for some B2B campaigns, if you could help us with some campaign to start with and if the result is satisfying we would like to tie up for more campaigns on a long run.

    At present we are running a VOIP U.S.A campaign and looking for a couple of more campaigns with a reliable brand like yours.

    Please feel free to contact us as we eagerly look to grow.

    pawan@jklindiasolutions.com

    ReplyDelete