Magnus Geverts at Teleopti - 10 ways to create and maintain a positive culture in contact centers
Working in a contact centre is a constant challenge. While the introduction of self-service and automation has removed many of the simple, repetitive tasks from the frontline, the remaining enquiries are increasingly complex, requiring greater skills, patience and knowledge. At the same time, mobility and the Internet of Things mean customers want an immediate response and expect to interact using a variety of channels at a time and place to suit them.
Managers who fail to grasp these fundamental changes are likely to experience constant staff turnover and diminished customer loyalty.
So, what’s the winning formula for a successful contact centre culture? It all comes down to creating the right environment that puts power into the hands of the people. Get it right and you’ll be rewarded with happy staff that deliver consistently outstanding customer experiences.
Humanise the workplace
Ask any employee what they want from their place of work and besides a decent pay package, they are most likely to cite working with people they like and the opportunity to develop. Other bonuses are flexibility and the authority to solve customer issues in their own way. However, many organizations are failing to humanize the workplace. Follow these 10 steps to avoid falling into the same trap:
and staff will come to you if they have problems. You’ll also gain a better understanding of what makes your team tick. Even if you work from home, and only do so if agents can do the same, have an open-door policy, albeit a virtual one.
address weaknesses and mistakes in a positive way but make it private. Admonishing agents in front of their colleagues is demoralizing and potentially damaging when it fosters unhealthy competition that pits agents against each other.
through informal and interactive communications such as weekly huddles or online chat facilities but make sure the pressure is off by scheduling these sessions during quiet times.
from the very beginning. Give new joiners a welcome pack that includes an introductory e-learning module and pairs them with a mentor. Then keep the momentum going with methods that encourage colleagues to talk to each other, share ideas and achievements, at all levels and across different parts of the business.
turn “this is what you are going to do” into “what can we do to fix…?” Involving agents and allowing them to contribute to running the contact centre in a strategic way promotes a productive, thinking culture.
remember to recognize newcomers and improved performance rather than just outright winners. Then, reward them with a greater number of smaller prizes such as theme park tickets or a dinner for two rather than an all-expenses trip to the Bahamas. That way, everyone feels they have a chance of winning. Don’t worry if you can’t afford prizes - giving people time off when it is quiet can be a reward in itself.
help agents strike an efficient work/life balance by using the latest forecasting technology to right-size your contact center now and in the future. Features like rule-based self-scheduling allow managers to reschedule their workforce during the day taking into account unplanned changes in customer demand and unplanned agent absences in a matter of minutes. Then run a series of ‘what if’ scenarios to predict staffing needs for regular seasonal fluctuations like Christmas or new marketing campaigns.
allow agents to self-serve their own working lives, to trade shifts, voice their preferences for overtime and request time off. Setting up auto-approvals means staff don’t have to wait till the next day for an answer should their manager be out of the office or on holiday themselves. What is more, agents can log in at any time and from anywhere to see who they are working with and let their manager know when they are available for work.
encourages healthy competition and rewards good performance in a fun environment. Add an additional boost by making the most of advanced WFM reporting and dashboards to provide a real-time snapshot of employee and team performance against specific contact centre KPIs or customer SLAs in a fair and transparent way.
use WFM to create a virtual library of agent talent, knowledge and qualifications that can be used to build tailored training programs along with meaningful career paths. If your team consists of several generations, be mindful of developing a portfolio of different learning styles to meet everyone’s needs and promote inclusivity.
Let Technology do the rest
Of course, technology should deliver cost savings and efficient customer service but in a humane way. Some of Teleopti’s customers are real-life success stories of employee engagement. Rentalcars.com, the world’s largest online car rental service, depends on WFM to schedule hundreds of advisors, managers and support staff. Agents enjoy the luxury of seeing their shifts well in advance while self-service gives them the ability to plan their lives.
Fortunately, the latest WFM solutions enable all organizations to achieve work-life balance, empowerment, motivation and personal development, the cornerstones of employee engagement and the very foundation of a positive contact centre culture.
Chief Business Development Officer at Teleopti
About Business Systems (UK) Ltd & Teleopti
As top global providers of Workforce Management, Business Systems (UK) Ltd and Teleopti work together to provide across the board services in Workforce Management for operational consultancy, technical implementations and training, culminating in improved customer satisfaction, employee engagement and maximised ROI.
Publish Date: October 16, 2018 5:00 AM
|1.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
|2.)||Avyukta Intellicall Consulting Pvt. Ltd.|
Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :
Dynamic custom agent crm popup
10+ Custom Reports
Cloud Telephony with/out "Host your Trunks" option
and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months
|3.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
|4.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.
Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.
Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.
|9.)||Cloud IT Services GmbH|
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.
All rates include:
Instant Call Reports
Call Layout after Completion
Your Own Caller ID
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.
Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.
Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.
Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.
- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding
Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.
We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!
|15.)||Teckinfo Solutions Pvt. Ltd.|
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.
The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
|16.)||Tru29 Outsource Solutions Inc.|
Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.
Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
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