Here's how you can build trust and credibility when providing feedback to call center agents.

A confian?a de um lider é conquistada com transparencia, comunica??o clara e dando exemplo. A credibilidade é alcan?ada com exemplos praticos vivenciados e apoio com sugest?es de passo a passo para alcance dos objetivos.

Creating an atmosphere of openness can build trust & credibility between team members and supervisors and also strengthen the lines of communication. Therefore, set motivating goals, promote ownership and let your people decide how to execute their job, use job crafting, avoid micromanagement, be supportive and make sure all voices are heard and respected so that everyone feels comfortable.

This is excellent advice! Building rapport with call center agents is indeed crucial for fostering trust and effective communication. Regular engagement, showing genuine interest in their well-being, and investing in their professional development can significantly enhance their receptiveness to feedback. Strong relationships are the foundation of open communication and ensure that feedback is both welcomed and valued.

Employees want to feel heard, respected and valued by their peers. Usually miscommunications, lack of clarity and failure to provide feedback can damage trust. Good communication is critical to understanding and alignment within a team; misunderstandings and conflict can thrive without it. Hence, listen more than you speak, empower your team by trusting them first, practice consistency and show appreciation.

La especificidad en la retroalimentación no solo mejora el rendimiento individual, sino que también fortalece las relaciones laborales y contribuye a un ambiente de trabajo más positivo y productivo.

Choose ways to connect with a team that feels comfortable with both parties. Use non-verbal cues: create opportunities for networking, which are one of the best ways to build trust. Hold face to face meetings, especially when you are charged with leading a new team, or your team is based in another region or country, communicate respectfully, take feedback and address it accordingly.

Trust requires long term thinking, honor your commitments, while providing feedback stay professional as this is the path to build trust & relationship with teams. Be specific and provide the facts about the behavior including when, where, what and areas of improvement. This will help agents to understand what they are good at and where they have to work on. Encourage and observe team’s contributions after feedback.

First we have to approach the feedback session with empathy and understanding, acknowledging the challenges agents face. Then provide specific, constructive feedback focused on improving performance, not criticizing the agent personally. Second we should encourage open communication by actively listening to the agent's perspective and being receptive to their feedback or concerns and we can offer guidance and support, highlighting areas for growth and providing resources or training opportunities to help the agent to develop their skills.

In contact centers, it's common for the humanity of an individual to be overshadowed by walls of KPIs, action plans, and contact drivers. It's easy to forget that the core of everything we do in Customer Care is based on genuine human connection—something no technology has yet been able to replicate. Customers still reach out to us seeking the human touch, wanting empathetic understanding for their problems. So, don't forget that this is fundamentally a human-to-human job. While performance is important for business, it is our humanity that truly defines our work; the rest will follow.