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7 easy ways to improve call center morale

7 easy ways to improve call center morale

[fa icon="calendar"] Jul 2, 2013 12:11:32 PM / by Briana Songer

Briana Songer

If you work in a call center, you know all too well the problem with employee morale. Between the long hours, repetitive work and training problems, it's no wonder that the turnover is so high. There is help however, check out the following (inexpensive) tips to help out your center.

If you work in a call center, you know all too well the problem with employee morale. Between the long hours, repetitive work and training problems, it's no wonder that the turnover is so high. There is help however, check out the following (inexpensive) tips to help out your center.
1. Build up your team

Nothing improves trust and respect like creating a sense of community within your center. Encourage them to freely give ideas and feedback. Fill them in on business operations to give them an idea on how their job has purpose. Agents who feel like they are actually part of a safe and trusting ''family'' not only fosters productivity, but also builds relationships.

2. Smile more

Build a positive atmosphere within your center. . Instead communicate, stay friendly and smile more! (Just don't cross into the fake-happy territory)

3. Simple gestures of appreciation

Recognizing your agents for good work is huge. This doesn't mean you need to break the bank by only giving out $$$ rewards (doesn't always work anyways). A quick and timely thank-you, providing lunch, public leader-boards etc will do the trick.

4. Promotion

When agents know they have the opportunity to advance in a company, many will be more motivated to work hard to achieve the goal. Alternatively, you can offer programs and training to help them gain useful skills.

5. Physical workplace environment

Pay attention to the minor details in the call center. Is the lighting too harsh? Open the curtains to let in natural light, or bring in lamps. Keep the temperature comfortable and if you can afford it, order comfortable chairs for your agents that sit all day long.

6. Make sure agents are getting breaks

Let them take time to get up, walk around, get outside, go for coffee etc. The day seems to go by much faster when it's broken up.

7. Give them some independance

Let them focus on what they are meant to do, not so much on the process. Give them the freedom to make their own decisions and take responsibility. Engage them by giving problems to fix and then let them work on improving the process.

These are just some of many ideas to try out on your agents. What are some others that have worked?

1. Build up your team

Nothing improves trust and respect like creating a sense of community within your center. Encourage them to freely give ideas and feedback. Fill them in on business operations to give them an idea on how their job has purpose. Agents who feel like they are actually part of a safe and trusting ''family'' not only fosters productivity, but also builds relationships.

2. Smile more

Build a positive atmosphere within your center. . Instead communicate, stay friendly and smile more! (Just don't cross into the fake-happy territory)

3. Simple gestures of appreciation

Recognizing your agents for good work is huge. This doesn't mean you need to break the bank by only giving out $$$ rewards (doesn't always work anyways). A quick and timely thank-you, providing lunch, public leader-boards etc will do the trick.

4. Promotion

When agents know they have the opportunity to advance in a company, many will be more motivated to work hard to achieve the goal. Alternatively, you can offer programs and training to help them gain useful skills.

5. Physical workplace environment

Pay attention to the minor details in the call center. Is the lighting too harsh? Open the curtains to let in natural light, or bring in lamps. Keep the temperature comfortable and if you can afford it, order comfortable chairs for your agents that sit all day long.

6. Make sure agents are getting breaks

Let them take time to get up, walk around, get outside, go for coffee etc. The day seems to go by much faster when it's broken up.

7. Give them some independance

Let them focus on what they are meant to do, not so much on the process. Give them the freedom to make their own decisions and take responsibility. Engage them by giving problems to fix and then let them work on improving the process.

These are just some of many ideas to try out on your agents. What are some others that have worked?

Topics: Contact Center, Agents, call centers, tips

Briana Songer

Written by Briana Songer

Marketing Director at PlayVox

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