Nobody likes to have others leave negative feedback. Sometimes though, listening to what others have to say can help you get better.
In every workplace, there will be someone with more experience and knowledge and can help others to do more with the right workplace feedback. So, how do conversations in the workplace happen?
When people ask colleagues for feedback, they are expecting a positive response. Often, individuals don’t give their honest opinion in feedback to avoid getting into trouble or messing with the person’s morale.
So, where can you get feedback in your workplace? How do you go through the three different types of feedback? Let’s take a look. We will also cover three feedback methods you can use to collect feedback easily.
Why is Workplace Feedback Important?
Providing the workforce with honest feedback (not necessarily positive) is important to maintain their capabilities. Collecting information from multiple sources is a major part of providing feedback. It enhances the credibility of workers.
Listening to feedback is important as it gives you time to think about how you can improve the quality of work and come up with better solutions when required. Workplace feedback brings people together and helps create a healthy communication flow.
What are some sources of feedback in the workplace?
If you want to improve the organization’s feedback process, knowing the sources to get it from goes without saying. Don’t know where to get reliable feedback from? Don’t worry, here are four people who you should ask for feedback from.
1. Customers
The way call center employees communicate with customers says a lot about their performance. Companies must solicit feedback from customers after every interaction or at definite time intervals using tools like CSAT, NPS, and CES.
2. Data
Using real-time data can provide useful feedback but can be misleading at the same time. Let’s assume your goal is to improve customer satisfaction. You shouldn’t just look at the data and focus on the call duration. Instead, check if the customer was extremely satisfied with the interaction.
3. Colleagues
Peers or people performing similar jobs can help you gain a different perspective than you get from your supervisors.
4. Subordinates
When it comes to obtaining information about employees, a key concept is to get feedback from those working below them on the work ladder. People working for you will provide honest feedback if it is encouraged. Listen to them and work on your flaws instead of firing the person who brought these problems to your notice.
5. The Boss
Your boss has specialized knowledge of the tasks you are performing which makes them the best source of feedback.
Types of Feedback in Call Centers
There are primarily three different types of feedback you will come across.
- Constructive Feedback
- Positive Feedback
- Negative Feedback
-
Constructive Feedback
Constructive feedback is information specific and problem-centric. This may include remarks about an employee’s past behavior (good or bad). This is largely based on observations and allows the call center representative to be on their best behavior.
2. Criticism/Negative Feedback
Negative feedback or criticism is a type of feedback that has no positive outcome. It is also known as destructive feedback and decreases the performance of an employee in the workplace.
3. Praise/Positive Feedback
Appreciating an executive’s habits or work can give them a confidence boost. IN response to positive feedbacks, employees will work harder with increased morale.
If you ask me, the most vital type of feedback is constructive feedback.
Why?
Because it leaves enough room for change and helps you work on the abilities you currently lack or need to improve.
The 3 Best Ways to Collect Feedback
You can use multiple feedback methods to collect feedback in the workplace. Some of the most effective ways are discussed in the table below along with the goal that they are most suitable for.
| Method | Description | Goal |
| Prepare Questionnaires | These are a set of questions that the employees answer. These answers are used as the call center rep’s feedback. | The main goal of a questionnaire is to collect feedback from employees. |
| One-on-One Meeting | Call the employees for a chat in a separate space. Never criticize publicly, this kills the confidence of employees. | The goal here is to make it easy for the employee to put their views forth. |
| Focusing on the Performance | Focus on what an employee does rather than what their personality is like. | The goal of this method is to not be biased towards people with chipper personalities. |
It’s Time to Get the Right Feedback
Are you able to ensure better customer satisfaction? Are they able to address the different customer queries and pain points? What can they do better?
With Call Gear, you get an efficient and effective way to record and tailor feedback for your employees. Record conversations, know where your phone leads are coming from, and organize call logs seamlessly – to ensure faster and better feedback to employees.
Last Updated on April 28, 2022 by Soubhik
