There is plenty of ways that your IVR can let you down, so make sure you read 43 Things You Should NOT Do With Your IVR Messages to make sure that your aren’t falling at the first hurdle. But getting it wrong can result in an endless stream of frustrated customers connecting to your agents. If configured properly, an IVR can help to streamline interactions by getting your customers through to the right agent first time – and allow you to offer simple self-service options. Read more about keeping your agents happy by reading these 25 Ways to Motivate your Employees. No agent will be giving their best if they are trying to balance on a broken chair, having just had a burnt jacket potato for lunch! Be smart. Comfy desk chairs, clean toilet facilities and tasty food in the canteen can all help to keep a smile on everyone’s faces. Get every day off to a great start by getting the basics right. Your agents are the face (and voice) of your organisation… And if they aren’t happy, your customers will definitely know about it! Maintain a Clean and Comfortable Working Environment Whichever approach you take, taking an active interest in your agents’ personal development will help to nurture a happier and more engaged workforce.
These advances could be recognised with staggered pay rises (upon completion of each certificate) rather than new job titles. Taking an active interest in your agents’ personal development will help to nurture a happier and more engaged workforce. If you are a small company with limited opportunities for internal progression, you could try introducing qualifications and training opportunities instead. Make time to talk to your new recruits about their ambitions, then check in regularly to support them in achieving their goals. You can help to shake off this stereotype by offering visible career progression opportunities to your agents.Īn individual joining your team should know from their very first day where they could be in 6, 12 and 18 months’ time. The contact centre industry has a reputation for dead-end jobs and a high turnover of staff. Create Visible Opportunities for Agent Career Progression There are so many ideas to choose from, from bringing in sweets and celebrating birthdays, to playing games such as keyword bingo, and handing out spot prizes to reward excellent customer service.Įven a regular dress-down or fancy-dress day each week can help to turn an average day into a great day.įollow the link for more ideas on how to bring fun and laughter into your call centre: 3 Ways to Have Fun in the Call Centre 3. If mismanaged, this environment can cause unusually high levels of sickness and stress in your employees.Īdding fun into your daily routine is a great way to counteract these negative side effects – and it doesn’t have to be difficult OR expensive. It is no secret that call centre work is demanding and repetitive. Read this article on How to improve effectiveness. If this sounds like your call centre, perhaps it’s time to change your focus? A good first step is to start targeting your agents on First Contact Resolution and just let your supervisors worry about Average Handling Time… While this approach does look good in the short term, as your agents power through your call queue meeting their strict Average Handling Time (AHT) targets, poor-quality conversations often lead to call-backs from dissatisfied customers. There is a tendency in the call centre industry to focus on the efficiency of an operation, rather than looking at the effectiveness of individual interactions.
Use Metrics Based on Effectiveness not Efficiency So these tend to be goals that are specific and you can measure. What is a SMART Call Centre Smart Goal?Ī SMART goals means Specific, Measurable, Achievable, Relevant, and Time-Bound.
Here are ten smart goals we believe every call centre should be working towards to maintain a happy and productive workplace.
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