Listening is nice, however your agents will figure it out quickly if they know that you are merely listening and not doing anything with the information; they will use the Hawthorne Effect to their advantage! As a remedy, the agents must be provided with a strongly supported feedback mechanism that they can easily understand. There are four factors that you must understand in making any program successful:
- Your program should be clear and to the point. The agents have limited time and bandwidth to absorb any feedback…they are busy!
- Your program should integrate the supervisors or managers of the agents. They usually take all their direction from their direct supervisor…they know who their boss is!
- Your program should have a clear definition of what you want the agents to do. They want to know what they did right and wrong…they truly want to perform well!
- Your program must be consistent, fair, objective and accurate in your feedback…if it isn’t the supervisors and agents will discount the findings!