The Keys to Succeed: Eight Tips to Improve Contact Center Morale

Filed in Blog, Call Centers, Small and Medium Businesses by on September 8, 2017
The Keys to Succeed: Eight Tips to Improve Contact Center Morale

Being on the phone all day and constantly dealing with customers can get tiring after a while and certainly wears on the average person which is why it is more important than ever to invest in improving contact center morale. However, it is important to recognize the importance of a contact center representative’s job, and what value they bring to the brand overall. Contact center agents are a brand’s only opportunity to speak directly with a consumer. Customers will decide to return to that brand, or go elsewhere, based on that interaction they had with the call center. For this reason, it is essential that employers foster a positive work environment, and put effort into improving contact center morale so that agents are given the tools they need to succeed.

Here are 8 tips on how you can immediately improve contact center morale:

1. Develop a mentoring program. Mentoring within a work environment is not only great for increasing teamwork and productivity, but it is also a good way for your staff to get to know one another and develop personal friendships. Additionally, encourage upper-level (more experienced) representatives to mentor lower-level (newer) agents, to improve contact center morale across the board.

2. Allow representatives to own their space. This one is simple. Call Center agents are going to be sitting in the same space for hours on end each day, and in order to keep their spirits up and ready to deal with customers who they are interacting with, they need to feel welcomed and happy. By simply giving them the freedom to decorate or bring in pictures from home, your agents will feel more empowered to succeed in their position.

3. Encourage staff-wide volunteer activities. In order to boost contact center morale, get your staff out of the office together and doing something to give back to the community. Not only is this a great way for your company to give back to the local area, but it is a wonderful bonding experience and will continue to improve relationships between coworkers.

4. Have an open-door policy. No matter what level employee they may be or their level of experience working for you, no agent should ever feel shy or scared to approach you with questions, concerns, or issues that they are facing. By establishing this policy, agents will view you as approachable and want to perform well in their positions in order to bring success to both you and the company. When agents feel that they can come to management with concerns, contact center morale will be at an all-time high.

5. Don’t let hard work go unnoticed. Let’s say that you’ve given one of your agents feedback on their performance. While you don’t see improvement in the final results of their work, you see that they are making changes to their approach and trying to adjust based on your comments. In this situation, it is essential to have a conversation with the agent and assure them that you recognize their hard work. Not only will this help them feel validated, but it will motivate them even more to continue improving their performance.

6. Bring in guest speakers/presenters. While this may take away from time spent at the desk and answering phones, these guest presenters not only grow the knowledge that each of your agents has, but brings the entire staff together in learning. Topics can range from how to deal with certain scenarios over the phone, to proper office etiquette and beyond. When agents feel that they are valued beyond simply their job function and completing work, contact center morale will remain consistently high.

7. Ask for consistent feedback. Employees like to get feedback on how they are doing in their role, however they also like to give feedback and often times don’t have the chance to do so. If employee feedback is incorporated into the way you train, manage, and run the daily operations you are only making for a more efficient workplace. Also, employees will thank you for feeling listened to and appreciated.

8. Hold office-wide contests. Whether it is a monthly reading contest to see who can read the most pages, or a step-off to see who takes the most steps in a given week, people like competition. By creating contests in the office (with small rewards of a Starbucks gift card or something comparable) you are able to create a friendlier office environment and a sense of connection amongst agents. In doing so, they will feel like they can collaborate when necessary and not as simple cogs in a machine.

 

While not all of these tips require putting in that much extra effort, the rewards will be improved contact center morale across all levels. When contact center agents are feeling appreciated, they will be motivated to succeed and represent the business in a positive way no matter what sort of situation or customer they are dealing with. Whether you choose to adopt all of these tips into your management style, or simply a few of them, you can bet that your contact center staff will thank you in the long run.

For more tips on how to create a welcoming work environment within your call center, download our FREE eBook “7 Tips to Retain Your Top Contact Center Agents” today to learn how to keep your top performing agents from leaving.

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