Making call center agents happy and effective
Call centers face a common problem that few have been able to overcome: High employee turnover. While there is no real way to reduce employee turnover in any business, HR experts suggests the following:
Tip #1: Act as a role model and help inspire employees to identify what they are passionate about at work; then provide them with some projects in their area of passion or interest – a happy employee is a motivated employee!
Tip #2: Clearly define the organization’s vision, mission and strategy as well as the goals and objectives of each employee (and include your employees in the crafting of these). Make sure everyone on your team understands the key role they play in contributing to the success of the department. Ensure each employee is in alignment toward the overall strategy so your group can work as a team and help each other out. Positive team energy will help motivate everyone.
Tip #3: Empower your employees to succeed and delegate challenging and meaningful work – in general, people want to succeed and they want to continue learning and growing, so provide them with opportunities.
Tip #4: Work with each employee to create their own personal development plan. Then, provide them with coaching and mentoring and help them increase their skills and their sense of competence and accomplishment.
Tip #5: Monitor the progress of your employees towards accomplishing their goals and objectives – then provide rewards to reinforce positive behavior, increase their sense of progress and keep them motivated. This can include recognition in front of peers and other rewards that don’t cost a lot of money but are meaningful to the person.
At Techmode, we value our people. Being a service based business, we depend entirely on our people. To avoid high turnover and repeated training, we provide the best incentives possible for our employees to feel valued.
Are you looking into outsourcing your customer service? We have the best people to do that.