Your call center is a very hands-on extension of your business. It’s a portal through which customers interact with your brand and form opinions on who you are. So, it makes sense that you’d want to foster a sense of happiness and community in your call center.
Here’s How You Foster a Happier Call Center
Who says your employees can’t be excited to come to work every day? If you create a happy and healthy environment, even your call center agents will look forward to the workday.
Here are a handful of tips:
Account for Scheduling Preferences
It’s important to remember that your call center agents have lives outside of work. They have families and friends. Their kids play sports. They enjoy hobbies. They like taking weekend trips. If you’re just scheduling everyone without asking for any input, that can be frustrating on their end.
“You’re not going to be able to accommodate everyone’s needs and preferences all of the time, but asking them about their preferences ahead of time helps to build trust and gives your employees a feeling of being included in the process,” ShiftPlanning points out. “Employees really appreciate it when they can have their say in the scheduling process.”
Streamline the Mundane
Think about the most mundane processes that exist in your call center. Are there ways to streamline these tasks in order to let your agents spend more time focusing on meaningful tasks? There might not be, but you should at least consider this possibility. If your employees have good ideas for ways to automate certain processes, work with them (not against them).
You can use tools like knowledge base software, which allows employees to record their knowledge, ideas or experiences and share them with fellow co-workers. This is a great way to improve team communication as well as strengthen your organization’s collective knowledge.
The bottom line is to actively look for opportunities that help in team-building and foster collaboration.
Recognize Employees for Accomplishments
“Your employees are far more likely to stay with your company if they feel their efforts and contributions are valued and appreciated,” mentions Robert Half. “Recognizing employees for stellar work is vital to maintaining morale and boosting productivity. Putting some thought into employee recognition is well worth the effort.”
Recognizing accomplishments can be as simple as having a conversation with an agent and telling them that you appreciate their work. Or, it could be as extravagant as holding a quarterly ceremony where you give out awards. Just make sure you’re doing something to let your call center agents know you’re paying attention.
Make the Workplace Comfortable
Allow your call center agents to feel comfortable. Is it really going to hurt anyone if they wear jeans? Why not let them decorate their cubicles? Is there a reason they can’t eat snacks at their desk? By making the workplace as comfortable as possible, your call center agents won’t feel so out of place. The office will come to feel like a second home.
Offer Regular Breaks
“Have you had the experience of working on a task for an extended period of time, only to feel as if after a certain point you were just spinning your wheels? That’s because we can only maintain our attention for so long, due to a process called habituation,” says Dr. Patricia Thompson.
If you want to maximize productivity and happiness, increase the frequency of breaks. Instead of giving them a one-hour break, try three 20-minute breaks. This gives them something to look forward to.
Treat Your Call Center Agents Well
While it can be easy to focus all of your energy on upper-level employees who work on big-picture projects that influence the trajectory of your business, you can’t afford to forget about your call center agents. They may not be the highest-paid individuals in the organization, but they are some of the most important.
Keep them happy and they’ll keep your customers happy. It’s really that simple.
Recommended Read: How a Knowledge Base Helps Call Center Agents in Problem Solving
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