Feedback is important for anyone who’s performing some task or activity. The same goes for the call center units. There are BPO experts who say that monitoring the answering service agents and listening in on their calls can be unnerving for the agents. However, this is just a shallow way to look at the aspect of monitoring. Phone answering agents can be monitored without making them feel the heat. The way to do that is constructive criticism. If you are holding forth a session to evaluate how your inbound call center team is performing, make sure that you don’t look for scapegoats. Make them feel part of a discussion that is being conducted for the benefit of everyone.

Fusion BPO Services feels that there is a lot of strength in the aspect of positive feedback. We have noted that call center agents like to be praised in the presence of their peers, much as they hate being pulled up for censure. Team leaders for answering service agents can pick up an individual agent’s faults and generalize them to coach the entire team. That way everyone learns and no one feels the pinch. Such ways of performance evaluation will go a long way in stringing together a team that sticks and works together.