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Call Center Agent Retention

How Incentive Plans Can Boost Your Sales Agents’ Morale

Sales Agents Morale

Sales Agents MoraleAs a business owner, it can be quite frustrating if those in your employ don’t share your enthusiasm for the shared goals you’ve set out for your company.

When most employees are feeling uninspired and unmotivated about the work they do, the company’s ROI suffers drastically. You don’t want that.

There’s one good way to remedy this: start investing more in your employees. How to go about it? You can boost their morale, for starters.

And what better way to boost employee morale than to launch  a comprehensive and generous incentive program in the company? It’s a worthy investment that, if implemented properly, guarantees considerable rewards.

To bring home the point, according to a study conducted by Marketing Innovators, companies with high employee morale outperform industry peers by 20-percent.

We here at EB call center know this all too well.

Convinced? Excellent! “But how exactly does an incentive program boost morale?” you might be asking.

Let us count the ways.

Make Your Sales Reps Happy

As the old chestnut goes, “happy employees are productive employees.”

It’s also true and the numbers show it. According to a University of Warwick study, happiness in the workplace result to a 12% spike in productivity.

When you reward your agents for a job well done, they feel that they are appreciated and recognized. They feel a strong sense of value in what they do, thus motivating them to deliver better.

Motivate Your Sales Reps

A hope for a reward is always a powerful motivator for sales agents to perform better in all aspects of the business.

At best, monetary incentives serve as extrinsic motivators because they satisfy direct needs.

But business owners also need to provide employees non-monetary incentives such as verbal and written of good work, etc. in order to satisfy an employee’s self-actualization needs.

When you motivate employees on many levels, they tend to work harder both in the short and the long term.

Give Employees a Sense of Purpose

Cash rewards and attractive benefits are well and good, but deep down, most employees also want to feel like what they’re doing in the workplace is giving them a sense of purpose.

That may sound like sentimental drivel but that doesn’t make it untrue.

By offering employees a wide variety of rewards specifically tailored to motivate behaviors that address the company’s top priorities, they are made to feel that they’re offering something of value.

Reward the Journey, Not the Destination

Sales reps are usually rewarded when they close sales, which is always good, but another terrific way to boost their morale is to also reward them during their journey towards the sale.

By incentivizing key performance indicators, you are encouraging best practices among the entire team, ensuring that the company delivers in areas beyond sales numbers.

Strengthen Professional Relationship Between Sales Reps and Managers

Team-focused incentive plans reinforce camaraderie, a robust feedback loop among colleagues, and team collaboration.

By defining clearly the team’s specific goals and making sure that all members are on the same page, the work environment becomes more pleasant and professional relationships are strengthened.

Final Word

As established, implementing a comprehensive incentive plan can go a long way into boosting the morale of your sales representatives.

It works two ways: first, being offered reasonable yet challenging rewards gives sales reps control over their success. Second, it gives them opportunities for self-actualization, prompting them to do better because of their innate desire to fulfill their potential.

We at EB Call Center take great pride in our competitive incentive programs, which were developed to ensure that our sales reps are rewarded regularly through their efforts.

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4 Office Practices that Kills Your Call Center Agents’ Creativity

Call Center Agents Creativity

Call Center Agents CreativityWhy is creativity an important characteristic of great call center agents?

First of all, they talk to your customers all the time. They know their pains and joys. They know what your customers dislike or are interested about. At the same time, they have the power to shape your customer’s experience with your business.

With creativity, your call center agents can step outside of the box and can think of novels ways to consistently wow your customers and increase productivity.

However, there are little things that happen in the workplace that is not conducive for creative thinking.

Here are 4 office practices that can surely kill your call center agents’ creativity.

Creativity is not a big deal

Your call center agents value the things that you value. They are concerned of the same things that you are concerned of.

So if you don’t make creativity a big deal, they are less likely to be motivated to be creative at work too. They are not challenged or urged to find ways in taking the extra mile.

The result? They spend their hours at work going through the motions, coasting along and giving only the bare minimum.

Creativity is not acknowledged

Another creativity-killer is the absence of acknowledgement.

When they do or give creative ideas but are not acknowledged, they are discouraged to do the same thing ever again.

It gives the impression that no one notices their contribution and that it is not valued, giving them no incentives whatsoever to go on challenging themselves to do outside-the-box thinking.

Creativity is punished

A toxic workplace environment is another creativity-buster.

For instance, something is wrong when people who put forward suggestions that can be helpful for the business are called troublemakers instead or accused of calling attention to themselves.

When the rest of the team see what happens to their colleagues who tried to push boundaries, they are going to learn from the experience, keep their thoughts to themselves, and may even develop negative attitude of outrightly dismissing creative ideas.

Micro-management is the name of the game

Lastly, one of the biggest culprits that’s killing creativity at work is micro-management.

Micro-management happens when you give call center agents little to no room to freely come up with their own ideas and execute them, and when you expect them to do their tasks strictly according to instructions.

It makes your employees feel that they are robots, expected to do the things they’re told to do and not much else.

That’s the thing about creativity. You need to give it breathing space. It thrives on providing people freedom. There’s risk of them running with it, but you will benefit greatly when their ideas click.

How do you encourage creativity with your call center agents

As a business-owner, encourage your call center agents to be creative.

Make a big deal about it by including it as part of your core values, giving people incentives to solve work-related problems in new ways, and providing them enough legroom to freely think of creative ideas.

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6 Reasons Your Top Outbound Sales Agents Call It Quits

Outbound Sales Agents

Outbound Sales AgentsThere is a famous Pareto principle that says that 80% of your productivity is being done by the top 20% of your people.

That’s why it is important to keep your top outbound sales agents as they bring in the bulk of the business to your company. When they leave your company, it is going to cost you in terms of time and resources to hire new employees and train them to become your next top agents.

Hence, you need to know the reasons why they call it quits so you can do something to prevent that from happening.

Here are the top 6 reasons your outbound sales agents leave.

Low pay

Doing outbound calls is challenging enough. Meeting sales quota, now that adds up to a really tough job.

That is why if the pay that they receive is low, they wouldn’t think twice calling it quits.

A good tip is to look at how much your competitors are paying. You may also look at national averages in wages, and then either match the salary or pay more.

But the secret really is to give consistent incentives for a job well done. These can be in kind, such as all-expense-paid trips, or monetary like bonuses and commissions.

Bad management

They will also flee when they’re under bad management.

For one thing, it makes each day at work an unbearable ordeal when they have to deal with unfeeling supervisors, micro-managing taskmasters, and bad leaders.

To make your outbound sales agents to stay longer, help them feel valued by hiring good managers with great people skills and leadership.

Toxic workplace

Another factor that your outbound sales agents look for another opportunity is the workplace environment.

For example, instead of being excited, they dread going to work because they little to no valuable support to make them become successful.

Additionally, they are in an unhealthy competition with their colleagues. There is nothing that breaks the monotony and repetition of outbound calls. Most often, they feel isolated and are left to drown in the job.

Burn-out

One other factor is burn-out. For instance, your call center agents are simply under immense amount of pressure day in and day out to meet unrealistic performance goals.

Also, they might find few chances to reset from work because of a really high occupancy rate. They are asked to take outbound calls one after another in rapid succession without ever letting up.

They might also feel they no longer have work-life balance, losing touch with things and people that mean a lot to them because they have to work really hard and spend long hours in the office.

Work

The job itself can be the reason your outbound sales agents quit. It might either be too high or too low a challenge for them.

Furthermore, they might even realize that their skills are a wrong match to the job. They plainly don’t have the right set of competency to succeed.

Alternatively, they could have simply discovered a new passion and they choose to pursue that instead of staying with your company.

Career opportunity

Lastly, they leave because they found a better career opportunity somewhere else. Your company is not growing and there are no higher positions available for them.

On the other hand, they might not be inspired to get promoted within the organization because they don’t like their supervisor’s job or the perks that come with it. They don’t see themselves performing the tasks that their supervisors are doing.

Save your best people

Stop your best people from resigning. Evaluate your remuneration package, hiring process, leadership and organizational culture, working condition, and career opportunities within your company so you can save your top outbound sales agents from leaving.

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5 Ways to Helping Your Customer Support Team With Managing Their AHT

Customer Support AHT

Customer Support AHTIn running a call center, your customer support team will be required to pass several key performance indicators including average handling time.

Average handling time (AHT) is the number of minutes it takes for a call to get resolved from start to finish.

Usually, it is measured from the moment the agent hears a ring that signals the arrival of a caller to the end of the call.

Having your customer support team meet or exceed AHT target is essential in maintaining good performance in your call center as it ensures that there are enough people to answer incoming calls.

Therefore, here are the top 5 tips in helping members of your customer support team with managing their AHT.

1. Provide training

The goal of training is to help new employees get up to speed in terms of reaching expectations on AHT.

Without proper training, the newly hired agents will have a hard time in developing the right skills and will take a longer learning curve in managing their targets.

So the first thing you can do is provide excellent learning opportunities in the use of tools, customer relations management (CRM) software, and systems.

Through demonstration and actual exercises, they can learn how to be more efficient in navigating around desktop tools and applications.

2. Put up a transfer flow chart

If you are running a big call center organization that is composed of different departments and there are transferred calls, you may want to build a transfer flow chart.

A transfer flow chart quickly tells an agent whether the issue raised by the caller is within his or her scope of responsibility or will need to be transferred to another expert such as technical support.

For one thing, it is a win-win solution. It ensures that issues are resolved by the right people.

Also, it avoids having long-winding conversations that might upset the caller if they are told that all the time they spent was for nothing because they have to talk to someone else.

3. Develop active listening

Additionally, you can help your customer support team to develop active listening.

Through active listening, your agents and the caller can maintain clear communication. This prevents any misunderstanding and helps in knowing the exact issue and providing the proper resolution immediately.

4. Give tips on how to deal with runaway callers

Furthermore, you can also give tips on how to politely deal with runaway callers, people who are likely to start and continue talking off-topic which can lead to longer calls.

For example, you can give sample spiels that can acknowledge what the caller is saying and then quickly turn the conversation back to the issue.

5. Share best practices

You can also nurture a culture of collaboration and mentorship.

This can be done by either asking the leader of the customer support team to continuously coach or requesting each member to partner with another member and share feedback.

In the process, it helps make sure that best practices are freely shared around, helping everyone to manage their AHT successfully.

Wrapping it all up: keeping tabs on performance

After you have implemented the above action plans, the next thing you need to do is to regularly monitor and let people know of their performance.

You can do this by putting up a stat board or sending email to all the members of the customer support team with individual and team AHT levels.

By giving them the opportunity to be more efficient and to know about how well they’re doing, you can help your customer support team to reach AHT goals.

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How to Train Your Newly Hired Customer Service Agents to be More Engaging

newly_hired_customer_service_agents

newly_hired_customer_service_agentsWhether you’re running a product or a service-based business, living up to your customers’ expectations is a must if you want to succeed.

What makes this tricky, however, is the fact that your customers aren’t just looking for a solution to their problems, they’re looking for quick solutions.

They want their problems solved the soonest and would often ask to speak with a skilled agent who can do this for them.

Of course, if your company can’t give them just that, then they won’t hesitate going to your competitors.

This tells the business owners that for them to outdo their competitors, they need to provide exceptional customer service.

How are you going to accomplish that, you might want to ask?

Well, you can start by training your newly hired customer service reps to be more engaging and interactive.

The following are several crucial ideas and tips on how you can help your customer representatives become more engaging, more confident and more effective!

1. Start with the basic induction and let them learn the Product.

Induction is the first step that helps a new employee familiarize with the product and services that you are offering. Make sure you give your newly hired customer service reps a thorough insight of the products that you are offering.

They should understand the product or service as their own. The first part of their training should revolve around products, services and solutions that they can offer.

2. Conduct scenario-based training sessions.

While you train the new reps, throw multiple scenarios at them. This will help in two ways. One, your reps will understand the kind of queries they may face. Two, it will help them think of multiple ways to provide a solution to the customer.

This is a good way to build a line of communication and boost their confidence.

3. Recognize their mistakes and acknowledge their effort.

It is essential to tell your employees where they are going wrong. Guide them with patience and be professional when you criticism them.

Another thing that you must do is to acknowledge the efforts that your employees are making. A small dose of encouragement can make your reps move mountains (not literally). It can certainly help them display more confidence while speaking with a customer.

4. Include quests and challenges in your program.

Challenges evoke productivity and creativity. Therefore, make sure you add quests and challenges to your training program.

Take them through online challenges or ask them to take an impromptu call with a customer. Such challenges can help your new hires learn quickly and perform better.

5. Assign mentors to new hires.

You can hit two birds with one arrow if you practice this. Assigning a mentor to a group of new hires will not just help in their training but also encourage your existing employees to perform better so as to grab the position of a mentor.

If your newly hired customer service rep is motivated to perform during the training session, they will be able to absorb the knowledge efficiently and excel while enrolled on-process.

Conclusion.

A well-trained and enthusiastic customer rep can help your business expand in ways you’d never imagine.

Always devote enough time in training them with new materials and they’ll most likely perform better with how to address your customer’s concerns.

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How to Show Recognition to Your Call Center Agents

call center agents

call center agents

Call center agents have it tough. Let’s face it: being stationed in a cubicle while addressing multiple customer concerns for hours is not an easy job.

High attrition rates are quite common in the call center industry, which goes to show that it takes a lot of work on the part of a call center organization to retain its employees.

If recent studies are anything to go by, it is in the best interests of call center companies to invest a big chunk of their resources into rewarding and recognizing their agents.

By doing this, companies are able to show their employees that they are valuable to the company, which in turn motivates them to stay consistent or even do better.

It’s not that simple, however, since it’s important to understand what motivates your workforce.

Additionally, performance targets need to be clearly defined to ensure that the rewards you offer are reinforcing positive behavior.

Here are five reward and recognition ideas you can try.

1. Offer them material rewards

Material incentives are effective in reinforcing positive behavior. After all, call center agents put in the hours to earn money. Giving them extra rewards makes them feel compensated for their hard work.

Budget constraints can make it difficult for a company to give everyone a raise, but an incentive program can be put in place to ensure that the best performers are rewarded.

It’s always advisable to provide cash rewards to the best employees, but you can also offer a variety of material rewards such as gift certificates, coupons, meals, coffee, and more.

2. Personalize your rewards

Rewarding call center agents with a company mug or a Starbucks gift card for doing well even on a specific task makes them feel appreciated, but only up to a point.

There will come a time when an employee  only sees these rewards as nothing more than just token gifts.

It’s always good practice to reward employees with personalized items from time to time. You can purchase gifts related to an employee’s hobbies or interests — anything a friend would give.

Doing this inspires loyalty in the employee because it makes him feel that the company appreciates and values him as an individual.

3. Offer special work conditions as incentive

One of the most challenging aspects of working in a call center is having to deal with shifting schedules.

As such, many call center employees will welcome the opportunity to have some control in their working life.

So reward your best performers with perks like allowing them to bid for their most-preferred shift schedule, extra paid leaves, choosing accounts, and more.

Knowing that they are offered opportunities to get some reprieve from the stressful aspects of the work gives employees a good reason to stick with the company.

4. Develop team-based reward systems

Offering rewards or incentives to reps on account of group performance motivates and inspires them to work better as a team.

This also prompts members to engage each other in friendly peer pressure, which in turn creates opportunities for peer-to-peer learning.

5. Provide positive feedback at every opportunity

Call center employees face stressful situations regularly, so don’t pass up the opportunity to give a compliment when they deserve it.

Remember, even a small gesture of appreciation — a congratulatory pat on the back or a smile of acknowledgement — can go a long way into making agents feel better about their day.

What’s Next?

For a reward system to be effective, you have to develop a credible system for collecting and interpreting performance metrics.

Otherwise, inconsistent and faulty evaluation of employees may lead to bickering, which could in turn negatively impact company culture.

Here at EB Center, employees are our greatest asset. We take great pride in our competitive incentive package, which we developed to ensure that our employees are sufficiently rewarded for their hard work.

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Stress Management Tips for Team Leaders

Stress management tips

Stress management tipsExperiencing stress is part of the job when you’re working in a call center. This isn’t at all surprising given the fast-paced environment the nature of the work requires.

When you’re cramped in a cubicle for 8-10 hours a day, the job has a way of taking its toll on you.

While stress can’t be dealt with entirely in day-to-day operations, a company’s leaders and managers should foster a working environment that helps employees manage stress better.

It’s been widely proven that a stressful work environment doesn’t only negatively impact a call center agent’s mental health and well-being, it can also hinder a company’s productivity.

This is why every team leader should take on the responsibility of managing his or her team’s stress levels.

Allow me to share with you several tried-and-tested tips on how you, as team leader, can manage your employees’ stress level with considerable success.

1. Foster a culture of transparent and open communication

As a team leader, you should always encourage your agents to express their thoughts openly without fear of consequences.

You should value your agent’s opinion whether you agree with it or not. This not only makes them feel valued, it also fosters a sense of community and shared purpose.

2. Reward and Praise Best Performers

When an agent has done an exceptional job, make sure that you give him or her a word of praise.

Do this and that employee will most likely be inspired to stay consistent or even do better.

Rewarding agents with incentives and formal recognitions boost employee morale, making them feel that their contributions are integral to the team’s success.

When agents are rewarded for their efforts, they are able to manage stress better. More importantly, the company will be able to retain its best employees.

3. Show empathy and compassion

As a team leader, expressing empathy is a critical skill that you need to develop.

When you show your team members that you acknowledge their feelings, they tend to trust you more.

If they trust you, they are more likely to follow your lead.

When you show an agent that you’re always willing to listen and are committed to helping them with their challenges, they become more receptive to your suggestions and advice.

What’s more, agents who feel that their feelings and needs are acknowledged by their leaders are motivated to work harder and exceed your expectations.

4. Encourage team bonding

If you want your team to work effectively as a group, each agent should be made to feel that the team itself is a support system he can rely on when the tough gets going.

By fostering trust, accountability, and good teamwork within a team, each agent will feel empowered working in a team environment.

Just the thought that the team has his back is a major stress buster.

As a team leader, you can organize team-building activities and conduct weekly catch-up sessions to ensure that the team shares a strong sense of purpose.

5. Conduct one-on-one meetings with your team members

Setting up regular meetings with each member of your team allows you the opportunity to directly address stress-related issues that are hampering their performance.

It’s important that each session should feel open and relaxed. Otherwise, you’ll just exacerbate the stress an agent might already be feeling.

When the agent feels acknowledged and respected, you can get him to open up more.about issues that are having a negative impact on his performance.

Final Word

By employing the techniques above consistently, you’d be able to skyrocket your team’s productivity.

Remember that happy employees are productive employees.

It’s a cliche because it’s true.

What’s next?

What are some of the best stress management tips that you can share as a team leader?

If there’s anything that you’d like to share with our community, then please comment below. Cheers!

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Four Reasons Why Contact Centers Need to Have a Positive Work Culture

Contact Centers

 

Contact CentersDo you ever wonder how customer-oriented call centers continue to maintain excellence in providing quality service?

Three words: Positive Work Culture.

Merriam Webster defines culture as a shared set of values, beliefs, practices, and goals within an organization.

Simply put, it is our shared identity — who we are whenever our bosses aren’t in the room, or how we respond whenever faced with forks in the road.

Here are four good reasons why contact centers need to have a positive shared identity in the workplace.

1. Corporate unity

Creating a shared positive culture allows agents to align their heartbeats to that of the organization.

Whenever these employees are placed in conflicting situations, these individuals can always make responses that benefit the agency despite the lack of clear-cut instructions on what exactly to do in the employee handbook.

Because the company practices a lifestyle out of embracing organizational values and interests, these agents are able to exercise discretion that forwards company goals because of their awareness and constant application of such.

2. Increased motivation

Sharing a collective identity makes agents more concerned about the success of the entire organization and not just their personal interests.

A study published in Harvard Business Review show customer satisfaction levels to be linked to employee motivation factors as determined by strong workplace cultures. The same article also revealed a connection between organizational drive and increased revenue production.

Patty Vogan, a leadership columnist of Entrepreneur.com, believes that creating an atmosphere of positive culture in the workplace starts and ends with top management.

Agents look towards company leaders when forming their ideas and beliefs of organizational culture before adopting and integrating these norms into their personal drives.

3. Improved retention

Stronger company cultures result in more employee talents being retained.

Departments of an insurance company that aligned its workplace environments to company culture were found to have 30% less turnover as compared to the other units.

The lower churn rate would translate into lesser organizational expenses spent on hiring and more chemistry among your team’s agents.

One reason why individuals immersed in company culture choose to stay is that of the feeling of being part of an extended family. An article from Catalyst.org shows that almost 50% of employees who shared organizational values feel a greater sense of inclusion at work.

4. Brand image

The type of identity we share inside our organization can be seen by potential employees and customers from the outside.

Treating employees well and having a light and fun workplace environment may cause prospects to see and believe that your company’s brand is filled with laughter and generosity.

One study shows that college students are willing to accept 7% less starting pay just to be in organizations that have cultures they appreciate. Another article in Forbes shows that millennials are willing to trade $7,600 worth of salary per year for better work environments.

Even another publication showed that 70% of millennials would opt to spend more money on brands that support causes that these individuals care about.

What are your thoughts?

We believe that positive culture is essential to the developing excellence in the contact center workplace. It is because of these values and beliefs that we hold and practice that we are confident in providing outstanding customer service to our clients.

How about you? Do you agree with the importance of positive work culture in the organization? And what values and practices do you uphold in your company?

Let us know in the comments below.

(If you are looking for solutions to improve your workplace culture, then contact us.)

Resources:

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5 Ways to Show Appreciation to Your Call Center Agents

Call Center Agents

Call Center Agents

According to some studies conducted by the Harvard Medical School, workplace appreciation and gratitude enhances company culture and ensures the wellbeing of employees.

It is known widely that majority of call center agents are under constant stress. You can increase their motivation level, by recognizing and respecting their efforts. In return, they will perform and deliver the best results for your company.

Here Are 5 Ways You Can Show Appreciation And Gratitude To Your Call Center Agents

1. Spend time with them.

Employees prefer leaders over a boss because they can communicate and be themselves with them. Recognize their presence. Show them gratitude through gestures, words and actions, like saying, “thank you”, taking them out for lunch or coffee, having a casual chat time-to-time, discussing their problems, life or enquiring about their families.

2. Give them frequent time-offs.

The job of call center agents is strenuous and taxing. They are under constant pressure to perform and meet their targets. So, it is only humane to give them a breather whenever possible. Being a boss or a member of the management team, you can provide them with the necessary time-offs. It will allow them to meet their personal needs and chores.

3. Give them a pat on the back.

Offer them your sincere accolade and admiration, whenever your agents do a good job or deliver. A small gesture and appreciation like this will go a long way. It will boost the confidence level of your agents and drive them to achieve the greater feat at work.

4. Provide a ladder to progress.

When you work hard – day in and day out – but unable to push your career in the upward direction, it leaves you dejected and demotivated. If your boss or manager helps and guides your career on the right track, you will feel the zeal to deliver and perform. Same goes for your agents. Show them the right path to their careers and they will help your company to grow.

5. Give a bonus

Working in a call center is both challenging and fulfilling. But it can cause significant stress to agents. Pep-talks, accolades and gestures are the best signs of appreciation, but nothing can amount to bonuses. They work as rewards. You can offer annual bonuses to your agents, appreciating their efforts, cooperation and association with your company.

What do you think?

Call center agents are a crucial part of an agency. They are the source of communication between your firm and its customers. Keeping the agents happy, confident, motivated and appreciated, will help in maintaining a good consumer relationship. Employees and clients are the top part of a company pyramid. And keeping both the parties happy will ensure good health and success of your business.

It is not a selfish approach but rather a “give and take” relationship. Because, when you have a great team, who cares for the agenda, goal and aim of your company, you have a successful business!

Feel free to reach us for consultation and expert advice on effective employee/customer management solutions.

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4 Ways to Reducing Agent Attrition Rates

Agent Attrition Rates

Agent Attrition Rates

Frequently having agents walk out of the door can be indicative of the culture that they are accustomed to in their workplace.

A heavy workload with no rest intervals in between, a strict routine-based work pace and unrecognized performance are just some of the causes that can directly increase agent attrition rates.

With agents exiting the company, it becomes burdensome of having to replace them every now and then with no certainty of a sure-keep. Plus, you can risk valuable potentials in the process.

Here are 4 simple ways in which you can overcome this:

1. Preempting applicants

Starting right is one step in significantly decreasing the chances of agent turnover in the future. The standards of hiring and recruitment must be enhanced in order to reel in people who are in it for the long haul.

Providing a Realistic Job Preview or communicating what you expect from an applicant can assure you that both parties meet in a middle ground.

Make sure you are transparent with what you expect and what you are looking for. Applicants need to know that you are after someone who can commit to the job and not just flake out at any moment.

2. Training and Monitoring

One reason why agents choose to leave is because there is no upward direction to their knowledge, skills and abilities.

According to studies, employee dissatisfaction is not derived from a minimal pay but from a lack of growth in the company.

Thus, you have to be involved in the performance level of your agents and you can do so by monitoring and identifying the weak areas that need to improved.

Training is beneficial to the employees and to the growth of your company. It is an avenue of developing skills and engaging actively with your agents.

Training can also significantly reduce stress because it allows employees to exercise group dynamics and to offer productive solutions to problems being experienced in the workplace.

3. Motivation and feedback

Make sure you provide constructive feedback to your agents and recognize those who have excellent performance records. Motivate them by giving incentives and words of praise.

Also, feedback should be two-way. You can ask your employees of the difficulties they are going through or what they can suggest to improve the system.

Agents have to be viewed as valuable resources by involving them in the actions taken as a company to boost their commitment.

4. Opening opportunities

Open new opportunities for your agents.

They might feel tied down by just sitting on their desks all day. What you can do is challenge their capabilities by assigning tasks that go beyond their comfort zone.

Constantly offer promotions to motivate agents to work harder and improve their customer relations. They have to know that they can experience new and exciting horizons when they stay in your company.

Conclusion

Imposing an environment that values interaction and growth can definitely put weight on commitment of your agents.

Don’t let a substandard culture hinder the growth of your company and your employees.

Are you looking for a committed team that is customer-centric? Feel free to contact us!

Photo courtesty – © photoprodra / Dollar Photo Club

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