3 Ways to build strong work relationships in a call center - Ben Davidowitz - ContactCenterWorld.com Blog
An integral aspect of ensuring longevity for a business is the quality of its customer service. Customers always expect top-notch treatment whenever they reach out to a contact center and ask for assistance. The level of satisfaction they get out of this customer experience can ultimately define their loyalty to the brand. It is therefore important for business owners and call center managers to keep their staff united towards achieving the same goal of successful customer service delivery. Creating a positive team spirit in your call center can significantly boost the morale and efficiency of your agents.
1. Encouraging face-to-face conversations
Because of the advancements in technology, the society has reached a point where face-to-face conversations are no longer valued as much as in the past. The customer service industry is susceptible to this kind of disconnect since agents in an outsourced call center in the Philippines or India, for example, only get to interact with customers overseas the entire time.
If you use e-mail and instant messaging as the means of communication in your call center, you are not required to stop utilizing these tools that can shrink distances and save time. Practicing face-to-face conversations, however, must be done whenever possible. Team meetings, focus group discussions, and coaching sessions, for instance, are good opportunities for actual conversations among agents to take place.
2. Listening to feedback
There must be an effective communication scheme in your call center that will enable agents and team leaders to freely share feedback with one another. Evaluation from supervisors is essential in changing the agent's ineffective work behaviors and reinforcing their good work ethics. Agents must also be able to provide feedback or suggestions regarding the work environment. They must feel comfortable doing this even outside the designated consultation time.
It's not enough for supervisors and team leaders to just go and solicit feedback from their agents. They must also actually listen to them. The agents must see fruitful outcomes after expressing their concerns. This perceived respect towards their opinions can make your team work cohesively. Respect and mutual trust are also upheld when open communication is practiced in all levels of the workforce.
3. Conducting team building activities
Include team building activities in your call center's calendar of activities. Company outings, inter-department competitions, and games are good examples of these. Work relationships can also be strengthened by pairing seasoned agents with new hires. This will help the new agents learn from the experienced ones while encouraging team work and cooperation.
Break the team into smaller groups and ask the agents to work with their teammates in hitting common goals. Rewards can also be introduced to motivate teams to exceed their quota.
Tips & Warnings
- Your team building activities must be designed to develop new relationships while nurturing existing ones. You can do this by spreading newly hired agents out across all the teams and provide them with tasks that require collaboration.
- Giving incentives or rewards for team competitions must not be overdone. Big cash prizes or bonus payments may defeat the purpose of having a friendly competition. Try other alternatives such as gift certificates or merchandises.
Publish Date: July 25, 2016 7:25 AM