COVID-19 UPDATE. Essential Reading - Coronavirus articles - Setting up a Contact Centre - Dealing with Increased Contact Volumes. Find suppliers of Cloud Solutions, or Homeworking.

Make Your Feedback More Precise


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?

Published On: 19th Jan 2016 - Last modified: 30th May 2017
Read more about - Jonty's Tips,


Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox.