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Call Center Operations

How to Choose the Contact Center that’s Perfect for You

Cloud Routing

Cloud RoutingUsing the right set of tools and programs play a crucial role to the success of contact centers.

Not only do the right tools enable BPOs to scale their operations while keeping their process seamless, but it also impacts how they service their clients’ customers.

With the contact center industry’s steady growth, various software solutions have been created and developed to aid its operations.

Here are some of the standard programs used by the best contact centers:

1. Telephony

This is often the main component and the heartbeat of operations of contact centers. It is the telecommunications technology that enables two or more people to get connected.

2. ACD or Automatic Call Distributor

If the telephony is the heart, then the ACD is the backbone of operations. This software allows incoming calls to be routed to the agent who is best able to assist with the caller’s concern.

ACD also keeps track of data such as call volume, calls received, call wait time and duration.

It also enables call monitoring, call conferencing, and call barging.

3. IVR or Interactive Voice Response

Also known as the voice response unit, the IVR, which is an automated system, allows interaction with a caller, gets information and then filters the call and routes the caller to the appropriate agent or department. It accepts both voice telephone input, and touch-tone keypad selection and response can come as a callback, fax, email or other contact methods.

4. Cloud Routing

Commonly referred to as skills-based routing. Cloud routing means having the control to route call traffic. It ensures callers are directed to the right and appropriate agent quickly.

Outsourcing to the Philippines

The Philippines is fondly known as the Call Center Capital of the World. Our language skills,  affinity to the Western culture, and competitive costs are among the factors keeping us as the number one choice.

But with the total number of contact centers in operation in the Philippines, how do you determine the best partner for your company? Here’s a list of qualities to look at before making your choice :

1. They are a personal fit to your business needs.

Start by defining what your business needs are. What is your core function? What communication channels do you use when interacting with your customers? Do you email, chat, call? How many agents do you need to support your operations? Will you need it 24 hours?

Understand your business needs first before deciding which contact center is the best fit for your organization.

2. They use state-of-the-art hardware and advanced software solutions.

With new technology always on the rise and continually evolving, it is crucial to ensure the company you choose is keeping up with the latest, especially when it comes to security.

With cyber crime, an ever-present threat, choose a contact center that has the latest security measures to keep your data safe and secure.  

3. They are a well-established company with a solid reputation.

The contact center you choose is your company extension. How they operate and deal with your customers reflect on you and your company. Before making your decision, consider their track record and what other companies that have served them, have to say about them.

4. They have comprehensive training programs and support in place

Training programs guarantee development and improvement. Well-trained employees are efficient and productive employees – they cement the company’s success. Contact centers that have strong training programs in place also mean that they can adapt to your business.

What’s Next?

When considering outsourcing IT support, look no further than, Executive Boutique. We are HIPAA and PCI Compliant and the trusted outsourcing partner to clients in the US, UK, Canada, Singapore, Europe, and Australia.

Whether you are a small or medium-sized company looking for the best support for your operations at competitive pricing, we are here for you!

Contact us today to find out more!

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Qualities of the Best Call Centers in the Philippines

Listen to our agentsTop-notch customer service is pivotal for any business to succeed. Today’s customer demands not only superior service across a variety of channels, but instant access to the information and answers they need. Organizations that are unable to provide this level of service, be it after-hours support or dealing with billing inquiries, will invariably lose customers and future sales.

Businesses across a broad range of industries have much to gain by outsourcing their call overflow to the Philippines, where there’s a highly educated workforce and labor costs are significantly lower. Thanks to its expansive technological infrastructure and diverse talent pool, the Philippines is now the world’s call center capital.

The top 10 call centers in the Philippines do much more than schedule appointments or field customer complaints. A leading inbound call center has agents who obtain valuable feedback, strengthen brand awareness and provide a seamless, positive experience that fosters customer loyalty.

Features of the best call centers in the Philippines

One of the Philippines’ biggest assets is its young and upwardly mobile population, the majority of whom hold university degrees. English is a first language for most Filipinos, which is spoken with a neutral accent, much like that in the United States.

Some of the best call centers in the Philippines share similar qualities and performance metrics. Companies seeking to improve customer management with an outsourcing partner should look for the following characteristics.

Flexibility

The top call centers understand the importance of flexibility. They work with you to develop a solution that is compatible with your current and anticipated needs, your budget and your brand. They are fully equipped to support a broad range of industries, including hospitality, retail, E-commerce, finances, healthcare, insurance and others.

Diverse Expertise

Call centers that invest in their employees, hiring those with college educations and training across specialized fields, provide access to a diverse talent pool.

Advanced Technological Infrastructure

A cutting-edge telecom infrastructure with redundant Internet lines, IVR technology and a hybrid VOIP (Voice Over Internet Protocol) phone systems that can be customized according to client needs.

Superior Quality Assurance Practices

Monitoring for professionalism, listening skills, process adherence and attitude are integral for inbound call quality assurance. The best call centers perform routine internal evaluations for agent performance and also employ QA monitoring software.

Performance Metrics

Want to know how effectively call center agents use their time, how quickly calls are resolved, or the average response and handling times? The most successful call centers work with clients to develop specific key performance indicators (KPI), which provide rich insight into the productivity and success of a campaign.

EB Call Center Philippines – a Leading Outsourcing Partner

Executive Boutique is proud to offer results-driven solutions to dozens of companies worldwide. Take your customer service and profits to the next level by partnering with a reputable inbound call center in the Philippines. Reach out to our Cebu IT offices to learn more about our customer support services or to request a free quote.

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6 Ways IVR Systems Enhance Customer Service

IVR Systems

IVR SystemsImproving customer service remains a top priority in most call centers, and it’s just as well considering the major impact customer loyalty can have on a company’s bottom line.

That said, IVR systems have become even more integral in ensuring that customers are happy with the brand or service they have signed up for.

In fact, IVR (interactive voice response) systems account for 27 percent of total call experience, according to a report conducted by the firm JD Power & Associates in 2016.

Thanks to the emergence of cloud automation, IVR systems have become even more common as call centers rise to the challenge of keeping up with ever-evolving customer expectations.

Here are the top ways IVR systems enhances customer service call centers in the Philippines.

1. Improved call routing

Using voice prompts, IVR systems can identify and gather customer information efficiently. This information is then processed by the system, proceeding to route callers to the department that is most qualified to address and handle their issues.

By using an optimized and efficient list of menus, an IVR system ensures that customers don’t have to go through the hassle of being transferred from one department to another.

2. Personalized service

By identifying the caller ID of customers, IVR systems can be customized to provide a more personalized service.

An IVR system can be programmed to greet customers on their birthday, offer loyalty programs and personalized incentives to qualified customers.

Through personalized service, call centers can instill loyalty among clients, thus improving customer retention.

3. Reduce hold times and queues

An IVR system is an automated solution that can resolve and address multiple issues more efficiently than agents, resulting in reduced hold times.

And since some callers prefer to use the self-service option that IVR provides, the state of queues in the call center is more easily regulated and managed.

4. Empowers customers

IVR systems offer self-service options that empower customers who prefer to help themselves, thus improving overall customer experience.

This, in turn, gives customers a sense of autonomy in how they communicate with the brand and in how they manage their account.

Self-service options also provide customers with effortless engagement, giving them another good reason to stay loyal to your brand.

5. IVR systems don’t experience fatigue

While IVR systems don’t have the human element required to make genuine connections with customers, they do have an advantage over their human counterparts: they don’t get tired.

Agents are only human, making them susceptible to mistakes when they are feeling fatigued. IVR systems, on the other hand, don’t have that disadvantage. Since IVRs are automated, the quality of service they provide are always consistent, at least barring technical difficulties.

6. Improve first contact resolution

By routing callers to agents who are most qualified to address their issue, IVR systems can significantly shore up a call center’s first contact resolution.

The important of first contact resolution as a metric for call center performance can’t be emphasized enough.

In fact, a study by SQM group reports that a 1% increase in FCR also translates to a 1% increase in customer satisfaction.

Final Word:

As a business owner, it’s important to bear in mind that customer experience is always the most important metric in running a successful call center business.

There are many things you can do to keep customers satisfied with your service, and utilizing a sophisticated and intuitive IVR system should keep you on the right track.

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The Top Five Benefits of CRM Systems to Customer Experience

CRM Systems

CRM SystemsCustomers value excellent customer service when interacting with brands. It is known.

In fact, according to a Walker study, 86% of customers will be willing to pay more for great customer experience by the year 2020.

To the surprise of no one, technology always finds a way to keep up. Enter the CRM system, a tool that companies use to effectively and efficiently manage customer (both potential and existing) information.

Thanks to dedicated CRM systems, companies can now track and manage customer information, correspondences, conversations, and billing information, among many others.

As a result, call centers can deliver excellent customer experience with more regularity and efficiency.

Care to know how? Here are the top five benefits of CRM systems to the customer experience.

1. Faster resolutions

So a customer calls in, and the next thing you know that customer’s information pops up on the screen. Now that’s the convenience.

When that happens, it’s even possible for a call center agent to take an educated guess on why the customer is calling (agent should listen to the customer first, however)

Thanks to the case management functionality that comes with most CRM systems, agents can quickly provide relevant answers to customer queries and offer quick resolutions.

2. Fosters continuity

The point of delivering great customer service is that it builds relationships with clients. Clients want that too.

And for a relationship to prosper, there needs to be a strong sense of continuity in every customer interaction.

It’s roughly equivalent to calling your friend and asking her if she loved the gift you gave her for Christmas and giving her the lowdown on the latest gossip concerning the next-door neighbor.

Because of CRM systems, customers don’t have to repeat themselves over and over again every time they’re doing a follow-up call on a recurring issue.

The best thing about it is that customers will always feel that agents understand their needs and are likely to respond in kind.

3. Self-service integration

IVRs are notorious for stretching the limit of customers’ patience.

Thankfully, many CRM companies are now offering an integrated IVR and CRM solution, providing customers a seamless self-service experience.

With a CRM system in place, an IVR can identify each caller and then proceed to provide custom menu options that are relevant to that particular customer.

4. Find ways to serve customers better

CRM systems provide companies with measurable data that can help them come up with a myriad of actionable insights.

These insights offer opportunities that enable brands to serve customers better.

By offering a comprehensive picture of key performance metrics as they apply to customers, CRM systems make it easier for call centers to deliver customer-centric service on a consistent basis.

5. Better internal communication

Having a good CRM system in place enables companies to have a more efficient internal communication.

Seamless communication between different departments in regards to customer information allows for faster resolution and opens new windows of opportunities to serve customers better.

Conclusion

There are no two ways about it: investing in CRM systems is one of the smartest business decisions you’ll ever make.

Put your customers at the heart of your business, and your company is bound to reel in the profits. As is the case with any meaningful relationship, it’s an arrangement where both parties win.

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Four Steps You Can Make To Reduce Customer Churn

Reduce Customer Churn

Reduce Customer ChurnDo you want your business’s bottom line to get a big boost? Easy. Make a concerted effort to reduce customer churn.

Customers are the lifeblood of your business. And if you want to keep your business alive, you have to take the necessary steps to foster loyalty in your customer base.

In fact, according to Bain & Company, it is six to seven times more expensive to acquire a new customer than to retain an existing one.

That’s not to say that you shouldn’t exert some effort into recruiting new customers. If you have sound customer retention strategies in place, every new customer you recruit can potentially offer a lifetime value that will significantly impact your ROI in the long run.

Here are four steps you can make in order to reduce customer attrition.

1. Provide support round the clock

With the rise of multichannel services and social media platforms in the last several years, more and more customers are expecting businesses to be available round the clock.

Simply put, availability issues can have a lasting impact on how customers perceive a business or service.

If, for instance, a customer experiences connectivity issues on his broadband connection at 4 in the morning, being able to provide technical support right then and there not only makes a big impression, it sends the message that you care about your customers.

2. Make use of call notes

If a customer makes a follow-up call over a similar issue only to end up being asked to repeat himself again, chances are he’s going to entertain the notion of switching to another service.

Why? For starters, customers don’t want to feel like they’re being treated like cogs in a machine. They want continuity, and they’ll appreciate the service more if the context of every call reflects that continuity.

By integrating CRM with phone systems, your call center can keep track of customer logs and conversation details.

This approach keeps customers engaged, which will, in turn, instill loyalty in your brand.

3. Offer proactive support

If you want to inspire loyalty among your customer base, you’d do well to take a proactive approach in customer support.

What this means is that you have to identify and resolve customer issues even before they occur or become apparent.

If you’re worried about being a “bother” to customers by being proactive, it’s high time that you put your worries to rest.

To bring home the point, a study made by inContact discovered that 87% of customers are happy about being contacted proactively by companies concerning customer service issues.

4. Reduce customer waiting time

Customers don’t like being made to wait on the phone.

A study made by Arise in 2017 discovered that two-thirds of customers are willing to wait two minutes or less while 13% said that “no wait time is available.”

Considering how current technology has diminished our attention spans in the last decade, this isn’t at all surprising.

Tried-and-tested solutions that can reduce customer waiting time include addressing bottlenecks on a regular basis, creating self-service opportunities, and optimizing the contact center’s system and processes.

Conclusion:

Reducing customer churn goes beyond providing exceptional service and superior products, it also involves engaging your customers in a way that nurtures the business relationship.

To do this, you have to make a constant effort to keep track of your customers’ needs and then taking the necessary steps to address them through your products and services.

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Five Strategies You Can Do to Help Your New Call Center Agents Manage Their Average Handling Time

Average Handling Time

Average Handling TimeAHT (Average Handling Time) is one of the most important metrics in a call center. Simply put, a low AHT is one of the good signs that a call center is delivering great customer service.

That’s not in the least surprising. When customers call, they want solutions, and they want them fast.

Since it’s the goal of every call center organization to deliver a positive experience to customers, it only follows that you take the necessary steps to reduce the amount of time they spend on calls.

Here are proven strategies you can use to reduce average handling time in your contact center.

1. Strengthen your knowledge base

A strong knowledge base allows call center agents to pull up customer information and resolve issues with minimal effort.

When the knowledge base is optimized, agents can find relevant answers to even the toughest queries at their fingertips. This way, agents are able to close calls quickly, which in turn makes customers happy.

2. Record and analyze calls

A call center needs to have a system in place that records and analyzes calls. This makes it possible for you to identify which issues and questions are usually taking a long time to be resolved.

Once these issues are identified, you can come up with more efficient solutions to resolving them.

By training your agents to execute such solutions, average handling time can be reduced significantly.

3. Optimize call routing

One great way to reduce AHT is to optimize call routing. After all, a lot of time is wasted every time a caller is routed to the wrong department.

The best way to speed up your call center’s call routing system is to use a high-end automatic call distribution software (ACD).

When customers are always able to reach the agent qualified to handle their issues, it takes significantly less time to end a call.

4. Initiate call backs if necessary

Sometimes a customer will call in with an issue that is much too complex to be resolved immediately. Agents need to be able to identify such cases quickly since attempting to resolve the issue right then and there will only be a waste of time.

What agents can do instead is to initiate a call back at a time when answers and solutions to the customer’s issue are readily available.

5. Optimize the IVR system (Interactive Voice Response)

Recent studies show that more and more customers prefer self-service over having to speak with a customer service representative.

However, it can be frustrating to a caller when the IVR system eats up a lot of time promoting your brand’s wide range of products and services.

To optimize your IVR configuration effectively, you can start by structuring your IVR according to the customer’s perspective. Make your IVR scripts short and simple.

In addition, you can provide pre-recorded messages in a way where customers can help themselves better.

Final Word

While it’s crucial for every call center organization to reduce AHT to meet  KPI targets, care should be taken to ensure that the quality of service is not compromised in any way

A call center organization has to manage AHT the right way and for the right reasons, and you can pull that off by employing the five strategies mentioned above.

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Why Promoting from within is Good for Your Call Center Business

Call Center Business

Call Center BusinessThe question of whether it’s preferable for organizations to prioritize internal hires over outsiders when filling a job vacancy has long been settled for years now.

And the general consensus is this: internal hires trump external hires almost every time.

What settled it was a 2012 study made by Wharton assistant professor Matthew Bidwell, who came out with these findings:

  • Internal hires perform much better on the job in the first few years following a promotion than outsiders who were recruited for the similar job.
  • External hires have higher exit rates than internal hires.
  • External candidates are offered higher salaries (up to 20 percent%) than internal hires.

All results point to the same conclusion: promoting those belonging to the existing employee base is far more recommendable than hiring from outside.

While there’s no study similar to Bidwell’s that exclusively applies to call center organizations, logic dictates that the same rule still applies.

Here are five reasons why call centers will do well to prioritize internal recruits over external candidates in their recruitment efforts.

1. It’s cost-effective

Call center organizations spend quite a hefty amount each year in recruiting new hires.

On top of paying for advertisements, the HR team also has to allocate expenses on pre-screenings and interviews before deciding to hire a new employee.

And don’t even get started on the training expenses. Do you know that the average call center spends nearly 2,000 dollars training each new recruit in a span of 4 weeks?

In fact, this Tenacity article has been kind enough to do the math for us.

Considering the high employee turnover rate in most call center organizations, there’s no question that prioritizing internal hires over outsiders is the more attractive route.

Besides, all the money expended on advertisements, screenings, training classes, etc. would be better spent on empowering your current employee base and boosting their morale.

2. Saves you time

As if the hiring process isn’t strenuous enough, the company also has to invest some time in orienting new employees to the company’s vision, values, technologies, and processes as soon as they are hired.

In addition, new recruits also have to go through a steep learning curve before they can get acclimated to their new environment.

In contrast, promoting an existing employee allows you to do away with all that. Considering the call center industry’s fast-paced environment, time is a luxury you don’t have.

3. Boosts productivity and morale

Rewarding productive employees with a promotion is an excellent way to foster a culture of loyalty, growth, and stability in the organization.

When employees feel that their hard work and dedication are rewarded by the company, they are more likely to feel more motivated to give it their best at work.

Moreover, unlike external recruits, existing employees are already familiar with the organization’s policies and procedures, and as such will be much more productive right from the get-go following a promotion.

4. Improves employee engagement

By promoting deserving employees, you are giving them a sense of growth and direction in their career within the organization.

This, in turn, motivates them to take ownership of their roles within the company and as a result, will give it their best efforts.

Conclusion:

While external hiring has its own merits (for example, new hires are more likely to bring new ideas to the company), studies and current sentiments show that internal hiring is far more preferable as a recruitment strategy.

When existing employees feel that they can count on the company to provide them career opportunities that they worked hard for, it gives everyone a better sense of stability.

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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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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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