A call center is a workplace that differs from your traditional office setting. Employees are kept to a regimented work schedule and spend much of their time dealing with customers who are sometimes angry. It can be a challenging environment to work in and can often lead to disengagement and burnout.
According to Action Telephone Exchange in Rochester, NY, a provider of personalized customer support and innovative answering services, there are ways to drive employee engagement in call centers to create a better experience for both call center workers and customers.
Below are three tips on how to drive agent engagement and decrease call center employee burnout:
Listen to Employees
Call center employees have direct access to customers and often have ideas and suggestions on how to improve or implement policies. By allowing employees the opportunity to share their ideas and suggestions, they become more engaged. It is important to make sure that these ideas are not only considered but implemented. It is easy to discourage an employee if they share ideas but don’t see any of them come to fruition.
Make it Fun
Competitions and games are a great way to keep agents engaged. Gamification is a concept that has been used successfully in call centers to improve the work atmosphere and decrease employee turnover. Gamification is the process of applying elements of gameplay, such as a point system, to motivate competitive behavior and measure skills.
Some examples of gamification are to give points for the number of sales, the speed of a call, the number of calls per hour, and customer satisfaction. Being able to view and keep track of points is a good motivator, it reduces monotony, and it can be implemented without sacrificing customer service and satisfaction.
The more training leaders and management have the more support the agents have and the more engaged they become. Companies need to make sure their leaders are trained and can convey that training and give employees the correct tools to perform their job effectively.
Call center employees are an integral part of how companies handle their customer service. And an engaged call center employee means better customer service for your company. If you are interested in learning more about what customer services solutions might work best for your company call Action Telephone Exchange at (585) 232-3920 today. For more information on all of their services, including answering services and customizable voicemail, visit them online.