4 Ways to Build a Positive Call Center Culture - Volkart May - ContactCenterWorld.com Blog
A top priority of a call center that provides customer service and inside sales services is to provide customers, prospects, and leads with a positive company experience. A positive experience with an agent goes a long way towards keeping current customers happy and turning prospects and leads into sales. While customer, prospect, and lead happiness is obviously important, so too is keeping those on the other end of the line happy: your inside sales and call center agents. Call center employee turnover is notoriously high, which is why call centers must do all that they can to build a positive call center culture and retain valuable employees. Here are 4 ways to do so:
Offer employee development and learning opportunities
When an inside sales or customer service rep becomes too comfortable in their position, it can lead to boredom, and eventually to looking elsewhere for employment. That’s why it’s so important to continue to challenge employees and provide them with ongoing training and learning opportunities to expand their knowledge. These opportunities allow employees to grow and keeps them engaged in their positions.
Strive towards improvement
The same way of doing things isn’t necessarily the best way of doing things. When inside sales and customer service reps are stuck executing stale processes, it can lead to attrition. A call center should always strive towards improvement and look for better, more efficient ways of conducting business that will also keep the calling team motivated and focused.
Employees appreciate being recognized for their hard work and incentive programs can be a great motivator. If the budget is tight, money isn’t the only incentive option, either. Other employee incentive ideas include recognition among peers, casual days, vacation time, company lunches, and awards. The incentive can be catered to what each employee values the most.
Value employee opinion
Inside sales and customer service representatives are on the front lines, engaging with customers and prospects on a daily basis. They know what they need and want and what’s working and what’s not. Representatives’ input should be taken seriously. Taking the time to speak to representatives and gather their insights tells them that their opinion is valued, which contributes towards their job satisfaction.
Customer and prospect satisfaction is a top priority, but employees need to be taken care of as well. They are the foundation of a good customer service and inside sales strategy and when the overall call center culture is a positive one, it translates into quality work performance, which translates into sales.
Publish Date: March 16, 2017 5:00 AM
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