The success of any call center relies heavily on the performance and morale of its employees. It is essential that managers are able to motivate and retain their employees in order to ensure that customer service levels remain high. This requires creating a positive work environment that focuses on providing employees with the tools, support, and feedback they need to do their job well. Additionally, agents must be given clear objectives so that they know what is expected of them and can best measure their performance against it.
It is also important for employers to recognize the efforts of their employees. This could be done through financial rewards, such as bonuses or pay rises, or simply by appreciating their efforts with a ‘thank you’. Recognizing achievements – both large and small – can help boost morale in the workplace, making sure employees remain motivated and engaged in their jobs. Finally, providing regular opportunities for learning and development are key to helping agents stay up-to-date with industry trends and further advance their skills within call centers.
More Contact Center Employee Resources
Workforce Engagement Management (WEM) for Contact Centers | LiveVox
Make faster decisions with less data roadblocks. Power smarter, faster, data-backed business decisions for your contact center, with simple, integrated solutions that don’t require costly and time-consuming integrations.
Cost of Hiring and Onboarding New Agents | LiveVox
Research shows that onboarding is critical to an agent’s experience at your organization. Creating better training practices can have a long-lasting impact on performance, engagement, and, most importantly, retention.
Giving your agents a path forward is key to retaining them. Leverage the tools already at your disposal to make sure your agents are engaged and feel supported.
How to Keep Call Center Employees Happy? 5 Signs to Look For (livevox.com)
Provide valuable feedback to your agents. A survey by OfficeVibe found that 43% of engaged employees received consistent feedback from their managers at least once a week. When a manager takes time out of their busy day for a one-on-one with an employee, they are showing them that they matter. You can help automate this process with an omnichannel platform that has sentiment analysis and quality management linked into an automated scorecard system.