Teamwork: A Critical Need for Contact Centers

Many contact centers today are operating as siloed environments, where agents show up to work, put on their head sets and start fielding calls until they either break or go home. There isn’t much strategy or planning involved.

If your business has fallen into this trap, it’s worth considering shaking up your strategy. When customer service agents become siloed at work, it can lead to several negative outcomes. For starters, it’s bad for team morale. When employees don’t feel connected to the team, it could cause them to move on and find better opportunities. Plus, it makes it harder to ask other team members for help when it’s needed. They may start forming their own strategies without consulting other team members when making difficult customer decisions.

Make no mistake about it: The more your agents can work together as a team, the better it will be for your department and your customers.

It should also be noted that in the contact center, it’s not just about what happens on customer calls that counts. Just like a sports team has to practice together, customer service agents need to prepare and communicate during their down time to provide great service.

Could your team improve the way it works together? Here are some ways to improve teamwork in your contact center:

Encourage socializing: Teamwork won’t just happen on its own. And you can’t force it. In order for agents to work well together, it’s important that everyone gets along and feels comfortable approaching one another. When you work with great people, the rest falls into place naturally. So have a team lunch, a happy hour or even a bowling night. Play a game to break the ice. Just do something to encourage dialogue and break down barriers between your employees. This will help build a team-driven culture, which is extremely important for success.

Share notes: Make sure that your customer relationship management system makes it easy for agents to include notes. It should be more than just metric-driven. Consider using cloud-based communications software, too, so that agents can ask questions and interact with one another throughout the day.

Build an open environment: Tell your agents that it’s okay to ask questions and reach out to one another for support. As an industry, we need to abandon the belief that it’s not okay to ask questions. When employees are afraid to ask questions, they are more liable to start forming their own ways of doing things much to the detriment of the entire team.