One of the keys to providing quality customer care is to keep contact center agents engaged in their work. After all, agents who are dissatisfied or bored with their jobs are less likely to go the extra mile to help customers. Customers can also sense if the person helping them is disengaged or doesn’t seem to care, which can create a negative customer experience. Thus, it is extremely important to keep contact center agents happy at work.
Effective management techniques can do wonders for keeping contact center agents focused on providing high-quality customer care. Creating both individual and team-oriented goals can simultaneously foster an environment of competition and teamwork within the call center, driving more production. Completing these goals on a weekly basis can also foster an ongoing sense of accomplishment among employees, keeping them positive.
Managers can also play a huge role in improving and maintaining agents’ morale. For example, they can take advantage of company time for team-building activities that can boost mood and create a team environment within the call center. Company-hosted social events can also provide an opportunity for agents as well as other members of the company to gather, socialize and get to know each other (at InfoCision, for instance, we like to host regular summer cookouts). This strengthens interoffice relationships and foster an upbeat work environment.
Finally, managers must be attuned to the needs of their employees. Agents need to be able to easily make use of their sick and personal days, and should not feel any pressure or stigma against doing so. Employees should feel free and, in fact, be encouraged to make use of any company benefits available to them. Maintaining a workplace where agents feel their needs are being made a priority is vital to keeping them content.
These are just a few adjustments businesses can make to keep their employees happy and engaged in their jobs, which should translate into higher-quality customer care. The key to any successful call center is the satisfaction of its agents. Is this your top priority?
Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s highest honor, the prestigious Fulcrum Award.