The standard impression of a call center workplace is quite negative. Professionals might describe it as dull, boring, and monotonous. But the truth is there are ways we can make the contact center fun and lively!
Sometimes a quick change is an easy way to increase motivation and productivity throughout your organization. Are you ready to take on some new ideas? Here are 5 fresh concepts to inspire the spirit of your contact center.
1. Suggestion Box
Agents have a lot to say, but might be too shy to express their thoughts, or worried about how their comments will be perceived. Having an easy way for call center agents to voice their concerns is easily achieved through a suggestion box. You can even make them anonymous to encourage a candid submission. Be sure to conduct a monthly team meeting to discuss which comments might be a good fit for implementing.
2. Rotating Roles
Call center employees who are trained to handle multiple roles are less likely to experience apathy. Not to mention if your employees grow beyond their current duties job rotation can be a key retention strategy. This concept also enables all team members to feel empowered and helps to build team confidence. Agent engagement is key to improving workplace morale, and this idea is sure to get them there.
3. Smile, Smile, Smile
Sometimes agents really need to focus on having a positive outlook, especially on days when they’re dealing with irate callers. Rather than telling agents to act this way, why not implement a way to encourage them to smile. Print out oversized pictures with funny animals and have each agent place them at their desk. They can pick a picture that resonates with them and at times when they need to a little friendly encouragement they’ll have a silly animal to turn to.
4. Automated Call-Backs
I’m sure you already know that call-backs are a great solution for eliminating hold-time and reducing abandon rates, but did you consider the effect it has on employee morale? The dreaded spike in call volume and long hold-times means a frustrated customer – all of this pressure lands on the agents lap. The alternative solution is better and agents LOVE the call-back option. Calls are shorter and more pleasant when every conversation can start on a positive note. It’s also a great way to meet service levels.
Offsite team building is a great way to connect with colleagues and leave the intensity of the call center behind. Encourage sportsmanship by starting a team for a variety of sports that workers at all levels can join. This also connects senior leadership with front-line staff in a new and fun way. Who knows what you might learn about your call center that you never knew before!
As you implement these fresh and easy strategies be sure to avoid call center ideas that completely miss the point. Here’s a few to steer clear of.