Every job has its ups and downs, and call center agents are no exception. In fact, Russell Huebsch reports in the Houston Chronicle that, “Across the entire industry, call centers replace 26 percent of their front-line agents annually… Actual turnover rates vary by sector within the industry and the classification of an employee may affect his expected attrition rate. For example, turnover for part-time employees hovers around 33 percent annually.”
There are many reasons why employers should motivate call center agents to stay: it can be expensive acquiring new staff, there’s the lag time involved to train just-hired employees, and there’s the possible result of flailing company morale. Keeping your agents feeling valued can greatly benefit your business, while also ensuring customers can always reach a well-equipped, happy agent to help with their needs.
Here are some ways to keep your call center agents motivated:
Leveraging easy-to-use tools that seamlessly fit into an agent’s job allows them to focus on providing the best customer support possible. Instead of fumbling with various platforms to access pieces of information or using faulty software, your agents can work efficiently and successfully when they have the best tools at their fingertips. Beyond call center software, be sure to also provide your agents with the best headsets, computers and Internet connections.
The best call center software automates many of the manual tasks agents must perform for every call. Similarly, syncing data with other customer service tools via call center integrations is another way to reduce redundancy for agents. These features help streamline agent workloads, allowing them be more efficient and better at their jobs.
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Rather than having your agents deal with every issue that enters your call center, training agents to become an expert on a certain topic allows them to focus their energy and time on what they are individually best at. Advanced call routing then ensures calls are routed to the agent best equipped to handle each inquiry. If, for example, you have one employee who handles upset customers really well and another that crumbles under the criticism, the latter could focus instead on receiving orders while the former handles tier one requests.
Everyone likes to be acknowledged when they are doing a good job. Using call center reporting, you can quickly and easily assess the performance of each agent. You can view how much time your agents are spending on calls and reward those who stand out for their performance and have positive customer reviews.
A Gallup poll showed that “89% of employers believe that workers leave their company for more money” while in fact “75% of workers who voluntarily left their jobs did so because of their bosses and not the position itself.”
This brings to mind the popular saying “people quit bosses, not jobs.” How do the leaders in your corporation manage their teams and what is the culture of your company? The answers to those questions could be found in your employee turnover rate.
Happier call center agents create better customer experiences. Better yet, they create a workplace environment that everyone enjoys being a part of.
Need more inspiration? Be sure to check back for the next blog post in this series to learn tips #6-10 for motivating your call center agents.