7 Steps to Making Your Call Center a Happier Place to Work
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Employee happiness and satisfaction is a very important, yet often overlooked part of call centers. If you tend to overlook employee satisfaction, remember, keeping them happy can only benefit your company. Some of the reasons that a happy call center means a more successful one include:
- The happiness of your call center employees will likely rub off on your callers. That means a more positive and friendly experience for anyone who comes in contact with your call center.
- A happy employee is a stable employee, meaning they’re likely to last. A low turnover rate is always good. It creates a stronger team, more expert knowledge and cuts down on your training costs.
- Happy workers are also proven to be more productive. So if your employees are working happily at your call center, they’re probably working hard and accomplishing tons while they do.
After you’ve established that it’s worth your while to create a positive work environment in your call center, you simply have to take the time to follow these steps for upping office morale:
1. Give out snacks
Even if your budget is small, it’s still possible to give out snacks. Something as simple as buying some small chocolate bars for the break room could go a long way to making your call center a happy place to work. A hungry worker is a grumpy worker. Plus, employees love free treats and nothing puts a smile on someone’s face faster than a tasty snack.
If you have a little more cash to spare, you could invest in more elaborate snacks, make them a daily trend or even buy lunch for the office every now and then. The most important part is to keep the treats regular. It’s not enough to do a one-off. You’ve got to keep the rewards flowing.
2. Give positive feedback
Feedback is an essential part of any managerial position. But feedback isn’t only about criticism. It’s also about giving a pat on the back. If you are going to critique, you should always begin with a compliment as it makes the recipient more apt to absorb the suggestions for improvement.
But every review doesn’t have to be about improving. You can also give positive reviews. Or send quick notes when someone does something outstanding. People are much more likely to rev up their game if they know that someone is noticing their hard work and achievements.
3. Welcome feedback
Managing a happy call center isn’t just about giving feedback, it’s about listening to feedback as well. A healthy workplace will welcome feedback and suggestions in a structured and professional way. But it’s not enough to hear the requests. You have to show that you’re listening as well.
If someone asks for more flexible hours, consider the option and make moves to try it out. If someone wants to rethink a call center system function, hear their idea out and see if what they’re saying makes sense. If so, give it a shot!
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4. Motivate through incentives
There’s nothing wrong with a little healthy competition. Competition keeps agents on their toes, while making the work day fun and upbeat. You don’t want anything too dramatic or anything that could cause a lot of jealousy. If cash prizes aren’t the right fit for your office, you might want to offer a gift card or a work-from-home day instead. Center the competition itself around something related to work.
Maybe it’s about who receives the most positive feedback from callers or who helps the most people on the phone that month. Whatever the contest may be, make it an ongoing event so that it gains momentum and workers are inspired to work harder to win the prize. If one prize isn’t working, you can always simply try out another. See what works best in your call center and what makes your employees the happiest.
5. Encourage wellness
A healthy workplace is a happy one. There are loads of wellness programs out there for HR reps to encourage in their own offices, but you don’t necessarily need to follow one of them to encourage your call center reps to live healthier lives. First of all, you can encourage everyone to get active.
This can be done by signing up, as a company, for a corporate race or offering to subsidize the cost of gym memberships. You could even get a little creative and hold meetings on outdoor walks instead of at conference tables whenever necessary. Or think about replacing the chocolate with healthy snacks, like fruit and veggies. Staying healthy can go a long way to keeping everyone in your call center happier.
6. Volunteer together
Nothing gives you that feel-good feeling more than helping someone in need. Dedicate one or two days per year to volunteering as an office somewhere. You can even do it in shifts so that the phones are never left alone. Paint a community gym or walk dogs at the animal shelter. Not only will volunteering as an office create a stronger bond with each other, but it will also strengthen your company’s bond with the community.
7. Host events on a regular basis
Host events for your office once every month or two. Maybe this means a quick happy hour after work or maybe it means hosting a full-blown event on less of a regular basis. Events give call center employees something to look forward to and help break up the day-to-day schedule. This makes time fly and puts a smile on everyone’s faces.
Remember that keeping a happy office doesn’t only feel good, but it’s financially worth your time. Even if you have to foot the bill for some of these steps to happiness, the money you’ll save on raising your employee retention rate will make it all well worth the cost. And, of course, so will all of the smiles.
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