Happy Employees Means Happy Customers
The purpose of call centers is to create happy, loyal customers. We’ve all been there, on the phone with an unresolved issue, waiting to speak with a customer service representative in a call center. Things can go two ways: we’ll hang up happy, or we’ll hang up even more frustrated than before. If call center employees are neither happy nor loyal, the task of satisfying a customer becomes much more difficult.
Customers receive poor service, and the cost of recruiting and training new staff skyrockets. Let’s face it, happy call center employees mean happy customers. But what can be done to facilitate an enjoyable work experience for call center employees? Below is a list of a few things that you should be doing to take care of those employees who take care of your customers.
1) Comfortable work environment: Consider sitting down at the desk or cubicle of your employees. Is the lighting harsh and artificial? Are there windows visible, providing natural light? What is the noise level like? Is it difficult to hear anything other than neighboring agents? How about their equipment? Are any of their tasks hindered by faulty technology? If outdated technology prevents your customers from fully benefiting from excellent customer service, you can’t afford it. Create a comfortable environment and provide your employees with the equipment they need to excel
2) Adequate training and product knowledge: Since 94 percent of customers do not want to be transferred to another representative more than once, it is vital that every employee be adequately trained at their task, and thoroughly versed in product knowledge. A comprehensive understanding of company policy and protocol is also critical. If your customer’s primary contact is sufficiently trained to handle the majority of potential issues, they will confidently and competently care for your customers
3) Incentives, rewards, challenges, and games: For employees who are responsible for the happiness and satisfaction of your customers, making things fun for them can go a long way to boost morale. Consider creating a simple reward system for outstanding performance, or incentives for goals achieved. Create challenges or games to reward top-performing teams or invest in a quarterly grand prize that incentivizes a team effort. Not only will employees be motivated to provide exceptional service, they’ll want to make it a habit. Their consistent efforts will engender your customers’ trust and loyalty
4) Providing regular feedback: Having a system in place for regularly providing feedback to employees sends the message that what they do as individuals matters and that they are valued. Be sure to give encouragement, acknowledge improvement, and recognize performance that has surpassed set standards. As a call center director, try going out of your way to recognize good performance for an exceptionally well-handled issue. Getting a phone call from the boss takes little of your time, but it communicates gratitude, appreciation, and trust in their continued superior performance
At the end of the day, call center employees who feel comfortable, knowledgeable, motivated and valued will care for your customers in kind. And that is something you can’t afford to ignore.
