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5 Ways to Help Your Call Center Agents Establish Good Work Habits - SelectVoiceCom - ContactCenterWorld.com Blog

5 Ways to Help Your Call Center Agents Establish Good Work Habits

Good work habits move any business forward.

Whether they are about small things such as keeping a desk clean to big stuff such as integrity, good work habits contribute to the productivity of the organization.

This is especially true with call center companies where employees are asked to quickly learn the ropes of the trade, adapt to change, and regularly maintain high level of performance.

Here are the 5 sure-fire ways to help your call center agents establish good work habits.

Have clear company policies and guidelines

From the get-go, your employees should know the company workplace policies. This can be done through signing an employment contract and orientation with human resources.

When rules and regulations in the workplace are unclear, you are less likely to have control in the way the organizational culture is shaped and your call center agents will develop not so good work habits in the long run which will be counter-productive to your business.

Having a clear set of company policies and guidelines ensures that everyone is on the same page as far as expectations on work habits are concerned.

Be an example

Be the role model of behaviors that you want to nurture. It is a really simple trick, but it is more effective than any other management styles.

For one thing, your employees will look up to you. They will follow your example.

If they see you observe the company policies to the letter, they will do the same. However, if they see you violating them with impunity, they will also learn to find ways to break the rules and avoid getting caught.

So set a good example every day. You will soon witness how your actions get replicated across your business from the leadership to your entry-level agents.

Reward appropriately

Reward good work habits of your call center agents. It encourages them to continue striving to live out the company’s core values.

At the same time, remember to do it appropriately. You don’t want them to obey rules just because they’re expecting something in return.

For example, you can start with a simple pat in the back, words of acknowledgement, email message, and recognition in a company-wide or town hall meetings.

Then you can give away freebies such as free movie/concert tickets, bonuses, salary increase, promotion, and other incentives.

Accountability

Speaking of rewards, equally important too is acting quickly in addressing violators. When you don’t punish wrongdoings, they get picked up as a sign that it is acceptable.

Hence, it is crucial from the start of the employment of your call center agents that only good work habits are rewarded and violations are not tolerated.

Make feedback a lifeline

Encourage your call center agents to continuously improve by embracing feedback.

Whether it is taking or giving feedback, help them pick up on good working habits by consistently tracking their performance and giving them fair, constructive review.

In so doing, you would let them know how they are doing, how they stack up with the rest of the team, and what else they need to work on. Alternatively, allow them to share their thoughts openly too so that they know they are heard.

Wrapping it all up

Establishing good work habits is not only the responsibility of your call center agents. It is yours too, so provide them all-out support in helping them develop positive skills and behaviors in your workplace.

Source: http://selectvoicecom.com.au/5-ways-to-help-your-call-center-agents-establish-good-work-habits/

Publish Date: October 17, 2017 5:00 AM


2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

2.) 
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.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 



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