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Make Your Feedback More Precise

Published On: 19th Jan 2016 08:00

Here is an idea to help you make the most of your agent feedback sessions.

After listening in on your agents’ calls, you may have a long list of what your team need to do to improve. But if you aren’t tactful with how you deliver these suggestions, you could be risking information overload – which won’t do your agents or their performance any good.

One way to overcome this issue is to make your feedback more precise – and more memorable – by delivering each point using the Situation, Behaviour, Effect, Wish model.

Situation – What was the situation?
Behaviour – What did the agent do?
Effect – How did it affect the customer?
Wish – How should the agent act in the future?

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

Connect with Megan on LinkedIn

Make Your Feedback More Precise

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