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Using Feedback to Encourage, Praise, Teach, and Boost Morale

Feedback is critical to your phone workers’ professional growth and skill enhancement. Without it, call takers might feel left in the dark and unsure of whether they are doing a fantastic job or totally missing the mark.

Do you regularly take time to give written feedback to your call specialists? Devoting even a half hour of your day to reading call reports and giving written feedback can remind your call takers that you are taking quality assurance seriously and that someone reviews their call documentation. Something as simple as a “Nice work!” or “Good job with this one!” can encourage a phone worker after a difficult call.

If the call report leaves you asking questions or wishing they had done more, then the feedback area of the call report can be a great place to ask some questions or give suggestions on how to handle similar situations in the future. If you choose to make the feedback viewable to your other workers, it can serve as a training tool to them, though sometimes private feedback is best. And though written feedback is likely the quickest and least time-consuming method, consider those times when a phone call or in-person processing of the call may what your phone worker really needs. Want some tips on how to incorporate call reports and/or feedback into your management plan?

  • Use the ‘Highlight’ feature – Does your call center have the ability to ‘highlight’ a call enabled? This feature allows certain calls to appear highlighted in yellow on the main calls page. Many clients use this to draw attention to calls or callers of which they want their phone workers to be aware. You could just as easily use this feature to highlight the ‘Call of the Day’ or draw attention to a call that deserves special recognition or serves as a great example of good phone work or superb documentation.
  • Review Call Reports at meetings – Do you have regular all-staff meetings? Choose a call report to review with your staff at your next gathering. It’s a great opportunity for your workers and volunteers to process a call together, praise the good work of the call taker, or talk about other ways they may have handled the challenges of that call.
  • Print Caller Feedback – Many clients choose to have the ‘Caller Feedback’ text box appear in their call reports. Once a month, extract your call report data from the Admin Tools section of iCarol and review the entries in the Caller Feedback field. Print the positive feedback your workers received from callers and post it somewhere in your call center. Reminders that callers appreciate their work and value the time spent on the phone can be a great morale booster for your volunteers.

Got tips of your own? Leave us a comment!


iCarol is your help line software company that is here to make your job easier as Executive Director or leader of a non-profit contact center. Whether you have a crisis, help or 211 referral line, we are here to help you help more people in your community. Read more...

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