Call center employee engagement is the reflection of the progress of the business but only engagement is not the whole lot. A quality engagement, which enhances the productivity of the business is the real matter.
The whole concept of employee engagement can grow well on the soil of HR experience and management, the positive psychology of employees and employers and the strategic plan for the employees of the company. These are the keys to a positive culture of success.
In today’s economy, to build a business needs to do efforts both externally and internally for the uplift of the brand. Fighting in two fields at the same time needs a tricky mind to command and strong teamwork.
Some companies do a mistake in this context is to pay their total intention on external issues and neglect the internal environment. This negligence is the main reason to create disturbance among the employees and effect engagement which causes to less their productivity.
So I came up with these nine dynamic ideas which should adopt by the managers to create a fresh environment of call center agent engagement and fly their business in the skies of success.
The motivation of the agents can be improved by giving them a vital role in the business. It is a fact that those agents who feel important in the company and participate in decision making are more engaged and happy with their job. A recent study confirms this:
“Increasing employee involvement in company decision making enhances workplace productivity”
(Wolf and Zwick, 2002)
So, it is key to enhancing the productivity of the employees to involve them with the confidence that they are the part and parcel of the company. And without their cooperation the company is nothing. It will enhance their inner satisfaction and they began to improve well.
Control Idle Time:
By the surveys of the past, it is revealed that the call center agents have an average of 49 minutes per day idle time. And it is a big figure which could be a stone in the track of success for a company.
Agents should try to utilize this idle time for the progress of the company by doing off-call tasks. Importantly, these “off-phone tasks” should be completed in less than 3 minutes as that is the average duration of idle time.
As a manager, break down larger tasks into smaller pieces so that agents can tackle them one at a time and watch as your agent and team productivity skyrockets!
Frequent Short Breaks:
Stress is the common problem in a call center and it affects both the environment of a call center and also the mind of agents. This stress directly affects the progress of the agents and the productivity of the business.
The best way to avoid this stress is to allow the agents to take frequent short breaks. It can refresh their minds and make them fresh to attend the call and deal with customers more effectively.
Stress in mind can make an agent frustrated, and it can be a cause of losing a customer. So, it is compulsory to have an eye on the mental relaxation of the agent.
Games are the most effective way to keep the agents fresh and they will do double work just in fun. Managers should introduce games which would gain the benefits of healthy competition, optimized agent training and employee motivation towards success.
Agents will compete with each other to achieve their goals like first call resolution, complete specific tasks or sign in new accounts. Playing games may same to use for the training and evaluate agents in a fun yet meaningful way. Agents may further share best practices with their upper class while being motivated to achieve their personal best.
Call center workers are also trained to handle multiple tasks and capable of leading a team, however, some might not get the possibility. Permitting movement leadership roles permits all team members to feel powerful, embrace and show alternative skills that aren’t invariably used, and actively have interaction with the remainder of the team. Leadership might entail everything from organizing a team’s work and meeting schedule to coming up with offsite events.
Inform The Agent About Caller:
One of the biggest factors is that the agents have to struggle for the relevant information of the callers during a call to help them. The company should introduce a call center software which has all the information about the caller and reveals it before the agent at the time of the call.
It can reduce handle time and make the agents be to engage with their work without any disturbance.
Call Center Work Environment:
The work setting of a call center will considerably impact agent productivity. Loop client Management claims that their call center floor layout directly impacts productivity. “There are not any individual offices inside Loop’s sites and every one employee, together with the management and director groups, work inside associate unrestricted setting.
The advantages square measure clear, with Loop enjoying high retention, motivation, and authorization leading to performance enhancements in our groups.” therefore the next time you have got the chance to alter your call center layout, contemplate the impact that it will wear agent and team productivity.
Introduce Incentives And Rewards:
The goals of incentives and rewards program ought to be to encourage staff to perform optimally, foster personal growth and development, increase worker satisfaction with their work and keep proficient staff from a deed.
If booming, all of those can have sway on productivity at intervals the decision center. If you’re fascinated by beginning or revamping your worker rewards program look into these journal posts for useful info.
One way to extend worker productivity is to form them additionally concerned in making enhancements in processes and new workflow solutions. This may create agents feel their work has a bigger purpose.
Software system recommendation, an organization that evaluates center software system, suggests making a “genius hour” each week features a positive impact on agent associated call center productivity as agent’s square measure additional invested within their work and feel like they’re an integral member of the team.