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Call Center Culture: 4 Ways to Create an Engaged Workforce - The Connection - ContactCenterWorld.com Blog

Call Center Culture: 4 Ways to Create an Engaged Workforce

People want to work for companies with an engaging environment. And call center companies want to retain talented CSRs. So, here are four key methods to better retain your quality employees. Not only will these tips improve employee retention, they will also improve sales and the customer experience. Let’s take a look:

1. Approachability is Key

Employees should feel comfortable approaching fellow workers, managers, and even the CEO. Common shared lunchrooms and meeting spaces help create an inclusive environment and put a face to every employee. People can get to know one another as people, no matter their specific role within the contact center.

Instead of feeling isolated at work, agents know they are an important part of the team. Why look for another job when they have “family” right here? Some call centers also encourage agents (and other employees) to get together outside of work to further build camaraderie. Have top managers make the rounds to chat with agents, hand out cookies, thank them for a great call or an extra effort.

2. Communicate Well and Consistently

Creating a culture of communication — where managers and employees align goals and work together to meet them — helps build a strong foundation. Employees who understand how their work contributes to the overall success of the company are far more engaged and motivated.

Using a collaborative tool such as Slack or integrated instant messaging enables and encourages everyone to chat. Employees can assist one another, get fast answers to tough questions from supervisors, receive coaching, or simply cheer each other on with the occasional “way to go!” Periodic in-person meetings facilitate peer training via knowledge-sharing and offer opportunities for agents to suggest improvements or bring up problems that need fixing.

Decorating the office creates a welcoming, upbeat surrounding that communicates, “This is a great place to work.” Include posters with key training or motivational messages.

3. Do Not Save the Praise!

What are you saving it for? Recognizing someone’s accomplishments and saying "Thank You" goes a long way. Too many organizations wait for a big payout or large meeting to praise an employee. The longer someone has to wait for positive reinforcement, the more likely they are to assume they are not doing a great job, or that no one cares.

Praising someone immediately after they do a good job or deed provides immediate positive feedback and leaves a great feeling with that employee and those around him/her. Even small successes are worth rewarding to show the importance of quality work. Therefore, it is impossible to overstate the value of simple, sincere appreciation, delivered immediately.

4. Implement Incentive Programs

Incentives can be highly beneficial in motivating employees. Program cost can be based on employee performance, tied to a specific desired goal. The goal might be upselling customers, resolving the most issues in the first call, etc. Make it a game that encourages friendly competition.

There are also many just-plain-fun things we can do to boost the positive atmosphere within our workspace. For example:

  • Themed days – ugliest outfit, weirdest hairdo, any wild idea goes because customers cannot see how goofy agents may look.

  • A Wheel of Fortune to spin to win small prizes. That could be gift cards, a prime parking spot for a day, or having a supervisor take over for the last part of someone’s shift. Spins can be earned by achieving specific results or just for random fun.

All fun aside, one of the most meaningful and effective incentives we can offer our call center agents is career development. Beyond the agent-specific training they receive, we can cross-train them in other aspects of call center management and show them what the career path looks like in our organization.

One tradition we follow every November here at The Connection® reflects the true nature of Thanksgiving. We give thanks for our employees by giving each of them a turkey to take home and enjoy on this special holiday. It is a tangible gift that we know our employees truly appreciate.

Conclusion

We all know how hard it is to work as a customer service representative. Building a call center culture that is open, well-communicated, and rewarding increases engagement. These keys inspires our employees to stick around and deliver excellent customer service every day.

Source: https://blog.theconnectioncc.com/call-center-culture

Publish Date: November 27, 2018 5:00 AM


2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
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:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

10.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 



View more from The Connection

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Customer Service Trends to Look Out for in 2020January 16, 2020 5:00 AM
Causes of Inaccurate Call Center Workforce Forecasting & How To Avoid ThemNovember 21, 2019 5:00 AM
Call Center Staffing: Best Practices for an Outstanding TeamOctober 31, 2019 5:00 AM
It's All in the Numbers: Your Ultimate Guide to Call Center MetricsOctober 17, 2019 5:00 AM
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