5 Major Tips to Increase Employee Engagement in a Call Centre Industry
Call Centre Industries are generally considered to be the front lines of a customer service, serving as a brand expert and customer trusted human connection to a company all at once. And keeping your employees engaged at work could sometimes turn out to be the difficult task, but it does not have to be. Chief Human Resource Officer at Paycor Karen Crone defines employee engagement as an engagement to which your employees: Stay with the organization for a longer period of time, talking positively about the company, and the last but not the least offering a discretionary effort.
When employees are engaged they then turn out to become advocates for your company. Time and time again research has proven that happy and engaged employees generally turn out to work harder and work much better. Given here the 5 major tips that would help you to increase employee engagement in a call centre industry.
Giving the employees the right tool for success with proper training: In order to deliver the best results, call centre industry agents should here be giving the latest technology for excellent omichannel customer service, receiving proper training that is required to master the tools. Using a contact centre software solution with advanced features would here ensure you quicker, and a much more efficient service helping the agents feel prepared for their next interaction.
Communicating with clients: When there is a clear communication between the associate work and business strategy, then a line of sight is created that gives an employee a reason to come and work adding in their best efforts. By being open and acknowledging the dedication of all your employees you make their work much more full filling.
Asking for their feedback: Due to the daily interactions and communication with all your clients and customers, the agents could now provide knowledge on the customer’s behaviour and their ideas for one of the best practices during service interactions. The feedback gained from all your clients and customers helps in improving the customer experiences through surveys, enhancing the call receipts, improving the training methods, and the last but not the least modifying or bringing out new products and services. Providing a feedback through official surveys and staff meetings the agents begin to feel that they are a part of your team and to the success of a brand.
Personalize Development: The workforce of a specific organization especially with an addition to the millennials is focussing on how the job experiences could here improve the skill set of the employees and the future of their business organization. One of the best ways that you could foster the personal development of the work place would here include creating affinity groups, using subject matter experts within your company as teachers, having employees talking about their strength and weaknesses.
Developing great managers: Having great managers is really important as the above-mentioned tips depend on having managers who have invested in their associates. Having your managers informed and engaged would make their job of encouraging the employee’s engagement becoming much easier.
Through employee engagement, organizations could here boost up their employees motivation, building confidence in the work that they are doing, ultimately leading them to promote exceptional customer service for the long term loyalty.
About The Author
Abhishek Jain has over 10 years of experience in the BPO Industry and Human Resource outsourcing services. Business Process Outsourcing (BPO) Services India delivers and manages various offshore/onsite projects in various technologies and domains.
I'm an HR professional with over 10 years of work experience in the BPO industry. In India, BPO industry has played a major role in creating many job opportunities to both undergraduates and graduates. As a major source of income, lot of youngsters would be interested in taking up this job. For me, the biggest challenge has been to retain all the resources and keep them satisfied. I have initiated many HR policies that have given due recognition to all the employees for their hard work and services rendered to the organization.