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Transform the Way Agents Feel About Their Job

by | Dec 12, 2018 | Connect | 0 comments

Contact centers experience an absurd amount of traffic. Customer service representatives turnover in droves — 30 to 45 percent on average. Even though much of this churn is difficult to avoid, preserving agents with talent and drive is pivotal. Here are five tips to incorporate into your organization’s standard practices to alleviate turnover and transform your contact center into a well-oiled machine of dedicated staffers.

1. REQUEST FEEDBACK

No matter where an employee lands in the hierarchy of an organization, being heard is a right of passage that everyone deserves. Creating a platform for agents to offer feedback on their experiences with the job, management, and the organization as a whole provides the kind of open communication that fosters growth and positive culture across the board. The key to feedback success is taking it seriously and creating action plans surrounding areas that need improvement.

2. GIVE FEEDBACK

Agents need feedback too. Offering monthly and quarterly reviews afford employees with relevant ways to improve their own performance. Consider mapping out action plans that will support growth and the adoption of good habits.

3. MUTUAL AGENT QUALITY ASSURANCE

Calls are recorded, which means teaching opportunities are just sitting there waiting to be discovered. Mutual quality assurance is a genius way for agents to listen in on their colleagues’ calls and gain insight into what ideal calls sound like, how they are being rated, and why it matters.

4. CREATE FUN AND COMPETITIVE ENGAGEMENT PROMOTIONS

Promotions should be designed to pique your agents’ interest. Identify where your organization would like to see more engagement and build promotions around those goals. Incentives go a long way.

5. DELIVER RECOGNITION — LOTS OF IT!

Express gratitude for all that each agent does for the organization. Believe it or not, recognition goes the distance in the way of company culture and overall morale. Happy employees are directly correlated with higher production and dedication to an organization as a whole — including call centers. Prioritize appreciation year-round, and your agents will appreciate you right back.

Experience better performance, greater quality, and more transparency throughout your customer’s life cycle while increasing average order value every step of the way.

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