HOW TO GET YOUR CONTACT CENTER EMPLOYEES TO LOVE THEIR JOB
With February being the month of “love”, we’re talking all about loving where you work!
Do you want your employees to fall ‘in love’ with their job? Having happy contact center employees leads to happy clients & customers. Here are some tips to ensure that your team will stay with you for the long haul.
Build a work environment that is inviting. This is key to having agents who want to come to work while making sure that your employees feel respected, and valued. In any line of work, especially contact centers, research shows employees find comfort at work by having their voice heard. Having a bright and colorful workplace and including motivational incentives is a great place to start building an inviting work space that people actually want to be part of.
Recognize employee’s hard work and dedication. This is critical because most employees work harder when they know their work is being appreciated. When an employee goes above and beyond, let them know you noticed and share their accomplishment with the organization. A common morale booster is having a “reward system”, where employees can choose their own rewards. These can include free lunch vouchers, movie tickets, or taking a half day off work. The rewards don’t have to be huge, grand gestures; it’s more along the lines of ‘it’s the thought that counts’. These rewards should have a quick turnaround time. Having to wait 4-6 weeks for a prize is just as bad as not having one, to begin with. Another option is creating a fair and inclusive ’employee of the week/month’ program. This can speak volumes about managers noticing when employees are a value to the company.
Listen to employee feedback. Without listening to what the people on the front lines are saying, they will become disheartened and morale for the whole group will suffer. An open policy that encourages employees to speak up when something is bothering them, and that wants constructive criticism is also going to increase satisfaction not only within your contact center but across all lines of business and ultimately your customers. Another way to make sure agents are loving their job is to keep up with training materials. This is vital to ensure that if situations arise that they are unsure about, they have the training to handle anything. Enghouse Interactive is only a phone call away and can provide the support and training your employees desire. Also, keeping all your technology systems up to date and fully functional would reduce your hassles as well. As a software company, Enghouse is always striving to provide the latest and greatest contact center solutions.
Leading by example and the old adage of ‘treat others how you want to be treated’ goes a long way. A combination of some or all of these tips and recommendations will help spread the ‘love’ within your contact center.