Central Business District, New York
28 Richmond St
Rochester, NY 14607
(585) 232-3920

3 Tips for Driving Employee Engagement in Call Centers February 23, 2017

Central Business District, Rochester
3 Tips for Driving Employee Engagement in Call Centers, Rochester, New York

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

Call CenterCompetitions 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.

Train leaders

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.

Other Announcements, Events and Deals from Action Telephone Exch
4 Tips on Providing Quality Customer Service Solutions Over the Phone, Rochester, New York
If you work for a call center or answering service, providing great customer service solutions is essential when it comes to retaining your clientele. For example, using a friendly t...read more
Is it Time to Hire an Answering Service? 5 Signs You Should Make the Switch, Rochester, New York
Ringing phones are often an indicator that a business is in high demand—but when those calls take professionals away from their jobs, it can be tough to keep up. Answering services a...read more
How a Call Center Can Help Your Tech-Challenged Customers, Rochester, New York
For an online business to be successful, it's important to be aware of their customers’ requirements and meet them effectively. Often, the biggest hurdle for internet-based merchants...read more
The Top 3 Reasons to Invest in an Answering Service, Rochester, New York
Despite the growth of social media and online sales, many people still prefer to conduct business and have their customer service needs met via telephone. To meet the needs of these ...read more
Receiving Too Many Calls? Why an Answering Service Is Right for You, Rochester, New York
As an active professional, balancing daily duties with a countless flow of phone calls can leave you feeling overwhelmed. Every call presents a new opportunity, so you don’...read more