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Assignment/Activity Log sheet on daily basis
You can have an automated feedback system. For example in the IT enabled service (BPO) industry ,calls taken by the agents are audited by the Quality Analyst. The job of the QA is to point out the mistake that have been done by the agent. The agent is advised about how to make the call more customer centric leading to customer delight. The agent is advised about how to open the call politely , and also how to work fast not wasting customers valuable time. All this feedback is contained in the online portal.
· The agent can accept the feedback online or he/she may challenge it if he /she thinks that he /she has been marked down wrongly.
· Human intervention occurs only when the agent challenges the feedback
· When there is no improvement and no indication of applying the feedback
· When the mistake done is a fatal one. That would affect the process adversely to a great extent.
· The agent is able to access the feedback very fast and if he/she implements the feedback there is no need for human interaction that takes time.
· It would be a very fast and efficient feedback process but provision has to be made for verbal and written feedback with the signature of the agent , so that fatal mistakes harmful to the production process are not repeated.
My way of approach will he bit different I will try to make the mistake into learning curve for others as well .By developing a software platform where employees will be able to share their mistake without there identity being revealed so as to get ways to rectrect
Feedback is an important tool to fix many of the issues of the individual as well as process, its all about developing, learning and sharing. In most of the organizations it is the line managers responisibility to give you a feedback after each task. And this feedback is given in weekly or monthly depending upon the size of the company. After each meeting with the line manager, they advise us with the areas of strengths and areas of development. If it is a positive feedback it is shared with the team and if it is vice versa its all about learning.
As said by Subhranshu Ganguly it is right in a process where we can measure the performance in numbers, but what about jobs like administration or service oriented where you cant measure. Here comes your managers into the scene, the managers monitor based on the compliments or satisfaction surveys or the way you work and behave at work.
This is just my observation within the organizations that i worked for.
Thank you.
360 degree survey
