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Call Center jobs are the worst job in this developed world. Here with low confidence, where only a few people understand about engagement, they transact with huge turnovers.
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Introduction • Employees leaving your agency? Staffs often stay mad and feel unsatisfied? These are no major problems for us when it comes to employees’ morale-boosting. • Hang on with us for a few minutes and have a close look at our solution techniques regarding this aspect. • A Call Center is a centralized office where communication finds its way by the means of telephone processing a huge amount of requests, every day. • It is an open workspace where call center agents are provided with a computer, supervisor station (maybe one or more), and a headset attached to a telephone switch.
With the help of computer networks, such as LANs, Mainframes and microcomputers, linked with additional centers, a call center works in a network or often independently. • Computer Telephony Integration is the method of linking data and voice pathways to the center with the help of a new set of technologies. • Call centers are broadly classified as Inbound call centers and Outbound Call centers. Inbound call centers are basically the section which administrates enquiries from the customers and incoming product support, in a company. • Whereas, the section which focuses on telemarketing, debt collection, market research, and solicitation of political donations or charitable funds.
In case of a company, most of the valuable information is found in the Contact Center. All of the customer contacts are managed over here and are routed to the company. • Being a part of the Customer Relationship Management (CRM), contact centers are used to manage their customer interactions with large companies. • These centers are subjected to work as an autonomous in-house department or may take the help of a third party coordinating agency (Outsourcing Call Centers). • Working in a call center makes one realize that it is not at all an easy job for an employee to sit back in that very chair attending phone calls one after the other, clearing doubts or dealing with the sales issues.
Dealing with customers for too long will affect the working pattern or even make any skilled and experienced employee, go insane. • Now, slipping of the morale of your employees will further be portrayed in their demeanor and will end up in depleting one’s call center’s standards. • Now, we are sternly going to focus on the aids to depleting morale of a call center. • As employees in the call center have to deal with complete strangers, who in return never really behave in a very friendly way. • Employees are not so expected to keep their cool, it takes more than just hanging banners saying “Have a nice day”. • Discussing a few tips which will definitely show the companies a path towards higher morale.
A purpose must be fixed • Show your representatives that the job they do is worthy enough. They ain’t wasting their time to bag a handful of cash, rather it is a much-needed and serious service without which customers will be blind. Handing the right tools to work with • It is tough for any employee to work in an unhealthy environment and with not so good pieces of equipment. • It is very necessary to provide your staffs with best call center software and can maintain a good atmosphere in the working place, improved morale values are expected, eventually.
Customer connections and interactions • If a staff does not know about his/her customer with whom he/she have to deal with, it becomes troublesome to interact. • Enlighten them with customer data and support your team and make them believe that their jobs ain’t waste time and labor. Thanksgiving • During regular raises, paychecks and benefits, a warm greeting from the boss is always motivating and promotions act as a catalyst to your employees’ morale.
Let the staffs be themselves • It is not always appreciated that you, being a boss, always order your employees what to do. • They are people made up of blood and flesh and emotions. Let their personal abilities flow, then only they will learn to deal with their own problems. Proper job titles are a must • To motivate your employees, there must be a job title, formal environment accompanied by objectives and challenges.
Involvement of the employees in the improvement program • One must know how to make their employees work by offering them with issues to fix and have a close look at how they manage to fit in the situation. • This is a must to get their working methods re-designed thus helping your employees to find their inner abilities. Fundraising regarding charity program • The thought of improving the morale of one’s call center boosts the morale of the employees, automatically. • Showing a few activities regarding the benefits of the community like fundraising will make both the employees and the community, have a good impression on your call center hence boosting your employee morale and with a fun day for sure.
System improvement • At times, do listen to your employees’ complain about the systems available at work. This may further result in the slip of the morale of the call center if not dealt with, immediately. • The systems must be repaired or replaced as soon as possible and should be kept updated with the software. Time invested in explaining benefits and challenges and being engaged in the workplace • There is lack of reason and resulting in absence of employees and their will to work.
Having dress in casual attire • Going to work, every day, following the strict dress code may take a toll on the employee by making them think it as a part of their daily work. • Yet it is considered to have a casual day per week as a relaxing day while keeping in mind that the dress code is necessary. This will give them a break from their hectic life. Motivating your employees to arrange events on their own • Encourage your staff in organizing events where the call centers can take part. • It will be a great day off, filling in communication gap between the employees. It will be a day full of entertainment while allowing the staffs to get to know each other.
Take measures to increase face-to-face interactions • Dealing with day to day digital communication technique, employees are more likely to communicate over phone calls or text messaging only. • One should get rid of this habit and initiate face-to-face interaction to avoid isolation and keep the environment stress free. In this way, the morale of staffs gets boosted. An arrangement of “knowledge sharing” meeting • Most of the employees wants to know their colleagues better and wants to be inspired. • Organizing a breakfast or lunch meeting where an opening is given for face-to-face conversations where staffs get to know each other and share knowledge and ideas thus developing your call center’s morale and skill set, both.
Offering your staffs with better knowledge instead of strictly written scripts • Strict scripts can be very much stressful for any employee to cope up with. • Actually, when an employee is provided with scripts, his independence of deviating from the script is snatched away from him/her. • This is, at a higher level, frustrating. Instead of serving them with scripts, it is advised to make arrangements for training programs and serve knowledge as a better dish, through interactive sessions which will not only set the employee morale high but also result in best knowledge transfer making the call center profitable.
Fun events play a major role in keeping your staffs’ morale high • From your side, arrange a fun competition or contest which will act as a stress-relieving drug to the non-narcotic mentally unstable employees (which they actually become while working following the same routine). • Few special prizes in the event and giveaways are a great way to deal with your staffs’ morale issues. • Though there are many other ways to boost the morale of an employee, there is nothing better than a celebration. • It may be any kind of celebration such as a birthday party, boss’ anniversary (if married), success with a project from which the call center got very much beneficial, or it may even be a farewell party. • The objective is to serve them with happiness and entertainment and make them feel that their existence count.
Creation of a break room to serve your staffs with some fun time • Introduction to break rooms are needed to keep the mental stability of the employees. • Long duration working requirement calls for breaks too, without which there is a high chance that a staff will burn out. • Staffs will have a place to chat with their fellow employees which will eventually reduce the level of stress on one hand while increasing the morale on the other. • Introduction of coffee machines, few handy board games or arcade games, or even a couch and a TV, is appreciated.
Personal milestone and recognizing it • As they are human beings (yes, they are), they need motivation and need to set goals and then work towards its completion. • Working together with other employees give them a milestone to beat and in a friendly but competitive way, they come up with better ideas and revised working processes. Giving them a clear vision of their career paths • Promotions. This is the most effective way by which employees get motivated and focus on their working scenario. • Call center agents are likely to feel low on morale and unexcited in their job with advancement technologies.
