7 Step Call Centre Employee Engagement Solution
Improving employee engagement by over 40% quickly and without the stress of having to re-engineer your IT infrastructure, re-write HR procedures or constantly re-train staff is being done successfully by using a ground breaking system which focuses on the simultaneous development of both staff and customer engagement.
Emotional engagement is the bedrock of great staff retention and high performance. The trick is not just to build a platform of high emotional engagement, but to maintain it in a way that this newly found engagement becomes the very fabric of the company's culture.
Many systems of improving engagement with the aim of addressing staff retention or driving forward staff performance fail because they don't take into account both the customer and staff. Or they fail because the system is too slow or far too complex. The data is often not used correctly in trying to correct these key issues.
Research by Hewitt Associates and the Harvard business school suggests that employee mindset responds best when they feel "Valued and Involved" in how the organisation is run and performs. I can hear you say "we run a staff survey a few times a year but we still can't stop the agents from quitting". Making people feel valued and involved goes much further than taking suggestions and it is the key to creating an emotionally engaged and motivated call centre environment.
So let's put into practice the Harvard Business School models like the Service Profit chain to create and maintain this emotionally engaged culture.
1. Firstly we need a simple process or system.
2. This system must address the main issues of engagement such as: management style, communication, skill development, promotion and work-life balance.
3. Through simple feedback tools the system must quickly analyze both the staff and customer.
4. The analysis must give the team members a clear idea of what is needed to improve engagement and performance levels.
5. The system must be "owned" by the team agents themselves as they will be identifying the issues which must be corrected.
6. The system must address how the customers react to these corrected issues on a consistent or weekly basis, and then the teams can see how they are making a difference for the better of the whole company.
7. Add some focused skills modules which are essential for anyone in a commercial call centre environment. These skills must be taught so that agents and team leaders can put them to use immediately!
Teams following such a system see noticeable results within a few short weeks. Some clients have measured a Hewitt Associates staff engagement score increase of over 40% which helped lead to a reduction in staff attrition of over 60%!
Using this simple repeatable system which becomes the foundation of great engagement offers the benefit of huge cost savings and your customers will love the new and improved service.
About the Author
The leaders of the great call centers in each industry meet once a year at the call centre awards ceremony of SQM Group. They award the most prestigious North American contact centre awards.
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