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Site Operations Manager - Workforce Management
Operations Data Management Consultant
VP, Product and Segment Marketing
Product Marketing Director
A Nice Treat
Here’s an idea we picked up years ago that still works well today. Once a week have the supervisors or team leaders walk around the contact center handing out small treats such as chocolate bars, ice cream (when it’s warm!), candies, etc. to every agent. Often we are asked how do you justify this to the financial officer? Well, this is not a costly activity and can easily be offset with the increase in morale in the agents. Another way to look at this is to assume that after a treat like this, the agents will be upbeat for say 10-15 minutes. If during this time they answered say 5 calls each and you had 100 agents, that would be 500 customers who get really great service from your agents for the cost of only 50 cents (30p) per agent! Now that’s worth thinking about – rather doing something about!!