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Business Process Outsourcing

Crucial Elements that Make Up a Winning Call Flow

Call Flow

Call FlowYour call center’s call flow management system has a significant bearing on whether clients will be happy with your services after the end of a call.

A call flow, by strict definition, is the roadmap that defines the path of an incoming call. Usually presented by a tree system, it’s a system that represents where the call is routed according to the customer’s specific needs.

That’s why it’s imperative that the necessary measures are taken to ensure that your call flow is structured in such a way that can address clients’ needs at the optimal level.

Here are the crucial elements that make up a winning call flow.

1. Efficient Call Handling

The first few minutes of an inbound call are critical for many reasons. For one, it sets the groundwork for the rest of the call flow. But if the customer is directed to the wrong person right from the get-go, chances are it’s going to get ugly.

You can remedy this by using inbound call control features from your provider. A good call control software uses programmable criteria such as:

  • Geographic origin of the call
  • Customer’s phone number
  • Phone number the customer dials
  • Time of day or day of the week the call is made

2. A Good Call Management Feedback System

A call center organization has to take a proactive approach to improving all areas of its operations, and to pull this off one has to implement a reliable feedback system.

The call management system your contact center uses presents excellent opportunities for spotting opportunities for improving customer service.

By checking on statistics provided by your system, you can spot patterns and trends which you can use to come up with effective solutions to irregularities found in the call flow.

3. Efficient Automated Attendant System

A sophisticated yet efficient automated attendant system is instrumental in maintaining a smooth call flow for all inbound calls.

Not only does the Automated Attendant assist customers to connect with the right department, but it also gives greater flexibility in how they can manage the call.

Better yet, it’s a boon to those who prefer to do things by themselves.

Using the standard touch-tone keypad, customers can find answers to basic questions and resolve non-complex issues by themselves.

When configured well, an automated attendant system can bolster call handling efficiency on many fronts.

4. Total time the customer is on the phone line

An automated attendant is as necessary as it is useful in maintaining a good call flow in inbound calls.

Listening to an automated voice for nearly half a minute every time, however, can take its toll on a customer’s patience. Most customers prefer to speak to a human being right away.

So make sure that you configure your automated attendant system in such a way that it takes less time for customers to go through options.

One excellent strategy is to configure the options according to the frequency of visits.

For example, you assign the number “1” option to customer service since it’s the department that most customers want to connect to.

Key Takeaway:

Take into account the four key elements mentioned above and your call center organization only one way to go but up.

There are no two ways about it: an efficient call flow translates to better customer service.

That’s because good call flow management gives customers better flexibility and a degree of control in managing their calls.

In short, it makes customers happy, which is always a good indicator that your customer service team is doing an excellent job.

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Qualities to Look For in Hiring Supervisors to Lead Your Customer Service Representatives

Supoervisor

SupoervisorAgents deserve all the kudos for being on the frontline of call center operations. Without them, businesses won’t be able to maintain a good relationship with their clients.

That said, supervisors deserve equal merit for their significant contributions as well. They are, after all, the ones responsible for motivating and inspiring call center agents.

Being a call center supervisor is a difficult job. For one, the job title comes with many responsibilities.

Hire a supervisor that isn’t equal to the job and chances are your agents will feel unmotivated, directionless, and generally disillusioned about their work.

To bring home the point, a Gallup study shows that at least 75-percent of employee turnover can be traced to managerial influence.

If you want your business to thrive, you have to ensure that the supervisors you hire have the following key characteristics:

1. Has a strategic mindset

The call center industry’s business climate is dynamic, fast-paced, and at times unpredictable, and for operations to run smoothly, you will need supervisors who can think objectively amidst all the chaos.

As such, you need supervisors who have the emotional intelligence, the mental clarity, and the derring-do to make the right decisions for every business challenge.

To manage employees in a way that drives competitive advantage, supervisors have to take into account each agent’s unique personality and be able to bring out the best in them.

2. Personable

For a leader to be effective, he or she has to be personable and approachable. After all, the responsibility of motivating and inspiring agent falls on him or her.

This is why you need supervisors who can foster an environment where employees are encouraged to ask questions and voice out their opinions without fear of ridicule and judgment.

If you hire leaders who tend to intimidate others, your business will lose out on opportunities for coaching, mentoring, and positive reinforcement.

3. Ability to think outside the box

As mentioned earlier, the call center industry is unpredictable. Things may be running smoothly, but there will come a time when you have to prepare for the proverbial curveball.

A supervisor not only has to deal with the daily tasks of managing call center agents, but he also needs to solve problems when new or unlooked-for challenges arise.

The manager has the resources to act on unique challenges and opportunities that contact centers regularly face.

When you have supervisors who can think of creative solutions when the situation calls for it, employees are always put in the best position to make a difference themselves.

4. Good multi-tasker

Supervisors have a lot on their plate, and if you want your call center operations to run smoothly, you need to hire managers who can juggle many balls all at once.

A call center supervisor’s typical workday involves coaching agents, tracking performance metrics, answering escalated calls, reporting to account managers, and more.

If you hire supervisors who can handle all these tasks but are still able to keep things in proper order, the more likely you’ll be able to accomplish your company’s business goals come hell or high water.

What’s Next?

Every organization has to face its own unique set of challenges and therefore has to do business in ways that can deliver positive outcomes.

To accomplish this, you need people who can lead and bail your business out of tough situations. Better yet, you need people who can motivate and inspire.

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Bringing Out the Best Customer Service from Your Representatives on the Phone

Customer Service

Customer ServiceMultiple studies have proven with little room for doubt that great customer service is the key differentiator in managing a successful business.

One such study was made by Dimensional Research in 2013, showing that 62 percent of B2B customers made more purchases when they receive excellent customer service.

This only goes to show that having a great product doesn’t count for much if customer relationships are not being well-managed.

So it only makes perfect business sense to ensure that your contact center department has on hand dedicated and skilled call center agents.

Here are some great suggestions to bring out the best customer service from your call center agents.

1. Hone your call center agents’ soft skills

“Soft skills” can be difficult to quantify, but they can spell the difference between a happy customer and one who leaves for a competitor.

To put it simply, “soft skills” play a crucial role in ensuring that customer interactions are always positive.

According to SurveyMonkey, the following are essential traits call center agents should have to keep clients satisfied and happy with the service.

  • Empathy, patience, and consistency. Agents should communicate with a sense of urgency and maintain a good temperament at all times even if the client is making it difficult for them.
  • Adaptability. The ability to handle any situation or issue, however unforeseen or unique, is a valuable attribute ensuring that customer satisfaction is met and exceeded.
  • Clear communication. Unclear or incoherent communication makes it difficult for both the agent and the client to work out a timely resolution.
  • Product knowledge. Customers look to customer service professionals for answers. If they’re not getting the information they seek, customer satisfaction drops drastically.
  • Can handle criticism. An agent can’t allow himself to feel slighted if an irate client is blowing steam over the phone. The happiness of the customer is always the goal.

2. All communication channels are operating at peak efficiency

These days customers are more comfortable doing business with companies that offer multiple channels for communication. We are, after all, living in the age of omnichannel retailing.

These channels include email, phone, social media accounts, and the “Contact Us” function on your official website.

By doing periodic checks to ensure that all dedicated channels are working at the optimal level, customers who need help are not left out in the cold and are therefore happier for it.

Moreover, the burden on your call center is vastly reduced, resulting in productive and pleasant customer interactions.

2. Implement a vigorous feedback system

Great companies treat customer service as a continuous learning process.

Every industry is susceptible to change, and companies who don’t update their customer service processes accordingly run the risk of becoming stagnant in the long run.

Before you know it, common issues go unnoticed and bad habits fester.

The solution? Set up a robust feedback system to gather quality feedback from your customers.

Options for gathering customer feedback include:

  • Phone survey (usually at the end of every call)
  • Email survey
  • “Contact Us” page from company website

Gathering feedback from customers creates opportunities in determining the strengths and weaknesses of your call center operations, providing key insights on how to maintain and improve customer service.

4. Improve employee engagement

Many companies are providing their employees with a supportive environment and a positive work culture to become successful.

The reason for this is simple: happy and highly-engaged customer service reps are more likely to give customers a positive experience in every interaction.

So, how exactly can you increase engagement among employees?

For starters, you have to take steps to ensure that working conditions, compensation structure, career advancement opportunities, etc. are meeting or exceeding industry standards.

An Addendum

Your customer service representatives probably know more about your customers than anyone else, so it only makes perfect business sense to invest in them.

A fierce commitment to bringing out the best in them can go a long way into pushing your business and brand forward.

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4 Ways Your Call Center Agents Can Help You Get More Business

Call Center Agents

Call Center AgentsSo you want to generate more business for your company?  There are many ways to do it, but if you want your efforts to pay dividends in the long-term, you will do well to invest in your call center agents.

The reason is simple: your call center agents are in the best position to improve and maintain customer loyalty in your business.

Why? Because they add that personal touch that other communication channels can’t provide.

Sure, customer loyalty can be difficult to quantify — but still, accomplished business managers will tell you that it’s the most valuable metric.

To drive home the point, a study made by Fieldboom concludes that “a 5% increase in customer retention can lead to an increase in profits of 25%-95%.”

Without further ado, here are the four best ways your call center agents can help you get more business.

1. Loyal customers are an investment

If your call center agents consistently deliver exemplary service, customers are more likely to buy additional products from your brand.

It bears noting that customer support should be treated as an ongoing process. For one, customers aren’t just buying your brand’s products, and they’re also buying an experience.

As such, your organization’s customer support is a significant part of that overall experience.

When customers are satisfied with their overall experience of your product and services, you’re giving them every reason to be loyal to your brand. This opens up opportunities for repeat business.

2. Telemarketing

While current technology offers companies multiple platforms for marketing and promotion, telemarketing is still far from being considered a lost art.

TV ads, infomercials, emails, and coupons may be more efficient and faster, but calling prospects, if done well, can generate positive results in your marketing and selling efforts.

Why? Because calling is more personal. As mentioned earlier, it has the human touch that engages customers in ways no other form of communication could.

Also, prospects are likely to pay more attention when they’re talking to a live, breathing human being.

3. Acquire Valuable Customer Insights

Aside from in-person sales reps, call center agents directly communicate with customers, thus giving them opportunities to gather customer information you can’t possibly acquire through other channels.

Through call center processes, your agents can gather qualitative and quantitative data while talking to a client. These data include customer feedback, product issues, sales trends, and more.

By gather and analyzing these data, your company can acquire customer insights that will help you come up with better strategies for growing your business.

4. Generate Quality Referrals from Satisfied Clients

Satisfied customers love to talk to friends about products and services that improved the quality of their lives in some form.

This is why successful companies are banking on the power of word-of-mouth marketing.

Existing clients can be your most effective marketing tool. For one, consumers tend to trust friends more and as a result, will take their recommendations seriously.

In addition, you can ramp up referrals by offering existing customers a comprehensive referral program. Loyal customers love incentives, and you’d do well to capitalize on it.

The best part about it is that this referral cycle continues ad infinitum, which should work wonders for your organization’s bottom line.

What’s Next?

By making sizable investments in your company’s call center processes and adopting a customer-centric approach to customer support, you are putting your call center agents in an excellent position to drive client satisfaction.

This results in more business opportunities, which should bode well for your ROI.

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4 Causes of Conflicts Between Your Customer Support Teams

Customer Support Team

Customer Support TeamAs much as you would like to run your organization of customer support teams like a well-oiled machine, you cannot avoid conflicts to arise among your employees.

This is because your business is made up of people. No matter how great your organizational culture is, misunderstanding and unclear communication are inevitable.

Your role as a business owner is more than just a peacemaker, mediating between two parties that are odds with each other.

For one thing, you need to make sure that you can identify sources of conflicts so you can prevent frictions from happening in the first place.

Here are four causes of conflicts between your customer support teams.

Unhealthy competition

When there is simply an unhealthy dose of competition, your workplace will always be rife with conflicts.

An unhealthy competition between customer support team means that your agents believe that winning is a zero-sum game: a team only wins at the expense of another.

The situation can lead to a toxic atmosphere where your agents no longer value mutual respect and instead are focused on grabbing whatever rewards being promised at all costs.

Lack of team spirit

Another source of possible conflicts between customer support teams is the lack of team spirit.

When your agents are not encouraged to work together or even reach out to other people outside of their teams, they are more likely to form into and stay loyal to their small factions.

They are more likely to misinterpret communication or may distrust the intentions of agents from another customer support team.

Vague instructions

Giving unclear communication is also another kindling point between customer support teams. Usually, conflicts occur when there are institutional changes that are happening or when roles and responsibilities are not well-defined.

Your employees will have a harder time understanding not only the instructions but also about how to deal with the change or the evolving roles of their colleagues.

A clear example is creating a new customer support team that can handle not only billing concerns but also do basic technical troubleshooting.  

Without any clear set of rules that define the extent of the troubleshooting required of them, the agents in the team may face challenges when their colleagues do not completely understand their new job and have unfair expectations about them.

Leadership conflicts

Another cause of conflict is when the people in leadership position have unresolved bickering.

Their conflict can spread to the rest of the organization when it is not given resolution immediately, as the parties involved may not be able to control their words or actions to each other.

Eventually, members of customer support team may pick up on the simmering tension and maybe, in the process, pushed unwillingly to pick sides.

Harmonious workplace

There is no doubt that a harmonious workplace makes your customer support team more productive and engaged.

Do everything you can to prevent conflicts from happening by maintaining great communication, resolving misunderstanding in a timely manner, building healthy competition, and urging your employees to collaborate.

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4 Tips on How to Correct the Customer Service Mistakes of Your Agents

Customer Sevice

Customer SeviceYour agents are bound to make mistakes.

These can range from simple misses such as forgetting the correct opening spiel to big mistakes like a potential act of fraud.

Consequently, giving them support and correcting them in a timely manner will help them develop the right set of skills to succeed in the workplace and be a productive member of your organization.

Here are four effective, handy tips in correcting customer service mistakes of your agents.

Conduct a review

A simple review of the processes can do wonders. During team meetings, take the time to go over workflows and issues that are often encountered on the call and highlight the need to follow established guidelines to avoid customer service mistakes.

Listen to calls

Listening to calls is another opportunity to correct common mistakes and share best practices. You can demonstrate how well the agent managed the conversation as well as point out the things that need to be improved.

In the process, by having your agents listen to an actual call, they can learn to copy good attitudes and prevent any customer service mistakes from happening.

Provide feedback

Providing feedback is a chance for you to provide focused mentoring particularly when your agents have committed customer service mistakes that are negatively impacting the organization.

Just one crucial thing to remember: back up your feedback with something concrete. Never let your feedback be generic.

Instead, it needs to be relevant to the agent. This can be done through taking the time listing down the things that they need to work on from listening to their calls, feedback from Quality department, customer surveys, and other sources of information about their performance.

By providing feedback, it is important that you set goals that are to be met with a given timeline. These goals can be simple, such as following the call flow, or serious like avoiding causing aggravation to customers.

Follow through

Afterwards, follow through the goals by continuously and regularly monitoring performance. Track their progress by listening to their calls and getting feedback from customers.

Then, you can hold another coaching session to discuss how well they are doing at work.

Provide a mentor

You can also tap into the spirit of teamwork through a buddy-up system. For instance, you can pair up a new employee with a seasoned agent as a mentor so that best practices will not only come from you but a member of the team.

In turn, customer service mistakes that a new agent is likely to commit will be prevented through the help of a mentor.

Conclusion

Customer service mistakes are costly for your business, but they are bound to happen.

However, you can lessen their impact or even prevent them from occurring in the first place by providing a great supportive environment in your workplace and consistently building the capabilities of your agents.

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Why Your Sales Agents Should Know the Difference Between Features vs. Benefits

Call Center Benefits

Call Center BenefitsSales agents play a vital role in a business’s success. After all, they serve as the frontline of your brand’s marketing and sales efforts.

It goes without saying that a sales agent is very familiar with the terms “features” and “benefits,” so much so that they’re probably saying and hearing them in their sleep.

Many, however, still confuse the two. Which is a big mistake since recognizing their subtle differences can spell the difference between a sales pitch that fails and one that converts.

To bring good ROI for your business, a business owner should make it a point to remind sales agents the difference between “features” and “benefits.”

Of course, it bears noting that while they are distinct from each other, however subtle, they also go hand in hand.

In fact, with better training, a sales agent can make either one strengthen the other.

Features vs. Benefits

To get started, let’s look into the definitions of both terms and discuss how a sales agent can use both concepts in ways that can convince leads to buy a product or service.

  • Features are the characteristics of a product or service. Usually presented as a factual statement, a feature is something that your product is or has.
  • A benefit, on the other hand, is the end-result of a feature, describing what that the product in question can do to improve users’ lives.

To get a better grasp of their differences, let’s state an example.

For example, when you mention that a laptop is equipped with an Intel Core i7 processor, what you’re doing is stating a feature.

When you tell someone that a laptop provides gamers a smoother gaming experience, you’re mentioning a benefit. Framed this way, you are telling a prospect how the laptop can improve their lives.

It’s important to note that mentioning both the features and the benefits are important, and using each of them to your advantage is a matter of determining the needs of your target audience.

How a Benefit-Driven Sales Pitch Drives Sales

The problem with a sales pitch that relies too much on mentioning features is that there’s a good chance the prospect won’t know what you’re talking about.

Imagine recommending a laptop unit to someone who lacks knowledge about computers by mentioning that it’s equipped with a Xeon processor, an Intel Iris Pro Graphics P580, has up to 1TB HDD storage…

Well, you get the picture.

This approach is bad because you’re putting the burden of understanding on the prospect.

Before you know it, the potential customer will look somewhere else to find the laptop he’s looking for because you were too busy talking in a language he doesn’t understand.

But if you tell that same person the laptop’s features as well as its benefits, then you are on the right track. Why? Because it answers the question, “If I buy that laptop, what’s in it for me?”

Features are static; Benefits can change

A product’s features are static and unchanging.They are just there.

A product’s benefits, on the other hand, can change depending on the specific needs of a prospect.

A laptop with a high-end processor, for example, allows a user who is fond of playing video games to have a smoother gaming experience.

For a graphic artist who has to upload high-quality images on the internet all the time, that same laptop will no doubt improve his working life immensely.

This is why it’s important for every sales agent to pay close attention to what a prospect is saying over the phone.

Having more knowledge about the caller helps a sales agent determine the benefits that will convince him to buy a product or service.

Conclusion

As a business owner, empathy is an asset you can’t afford to take for granted.

If you want better revenue for your sales campaign, your sales agents have to talk to potential clients in ways that address their needs.

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How to Pick the Right Call Center Service

Call Center Service

Call Center ServiceIf you want to thrive in your chosen industry, you have to focus on your business’s core competencies. To do this, you have to be willing to outsource your call center services.

Any successful executive will tell you that customer service is vital to your organization’s success. Without customer service, how else can you maintain a professional relationship with clients?

This is why the importance of picking the right call center service can’t be stressed enough. It’s an undertaking where you can’t afford to compromise branding and quality standards.

But how exactly would you home in on the call center organization that fits the needs of your business? Here are key considerations that can set you on the right path.

1. Choose the type of service

Before picking a call center company to handle your business’s customer service needs, determine first the types of services they have on offer.

A call center service has two main support categories: inbound support and outbound support. As the terms imply, inbound support handles incoming calls while outbound support handles outgoing calls.

It’s always best to work with a call center service offering a wide range of services. That way, a transition is smoother if you need to set up other services to address increasing client demands.

2. Determine call availability and flexibility

Is your business in need of a call center staff that works around the clock? Or just one that handles calls only during regular business hours?

To narrow down your choices, always check the company’s service availability in advance.

There’s also the holidays to consider/ Does the nature of your business require you to have staff on hand on special occasions like Christmas and New Year’s Eve?

3. Level of technological infrastructure

A business can benefit much from a call center service with access to cutting-edge technological infrastructure.

This means that you have to ensure that the call center has sophisticated software, tools, CRM, fast internet connection, and system configurations in place.

For a call center to be effective, it needs reliable technology and sound infrastructure that runs like a well-oiled machine with functional and self-regulating components.

4. Estimate how many calls you’ll be receiving each month

Most call center companies have minimum call volume requirements that businesses have to meet before a deal can be made.

To find the right call center service, you have to determine first how many agents your business will need at any given time.

Tip: To compute the number of agents you’ll need in your call center, you can use the Erlang formula

5. Choose one with reliable reporting

As a business owner, it’s important that you have oversight of the processes involved in the call center service you’ve chosen to handle your brand’s customer service needs.

To ensure that you’re always in the loop, pick a company that offers a reliable and systematic reporting protocol.

A call center service should give you access to a detailed summary of the call center operation’s overall performance, including real-time data analytics, recorded audio, and feedback loops.

A call center that keeps you in the loop not only gives you confidence in the quality of their service, it also provides opportunities for improvement.

Conclusion

Follow all the tips mentioned above, and you should be able to find the call center service capable of driving outcomes that exceed industry standards.

Executive Boutique is a call center company that offers a wide range of services, a robust infrastructure, and well-trained agents to meet and exceed your business needs.

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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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