ANALYZING THE DATA
After collecting the data , it ' s time to analyze it . Agents mostly spill the beans on what is working and what isn ' t working . If you feel overwhelmed with the data collected and crunched on time , you can also use ChatGPT to help you analyze the data and draw inferences and possible solutions .
COACH ' S CORNER
When I conducted an engagement study for our center , our agent motivation scored an average of 8.20 , which is considered good . Use the following guidelines to interpret your results :
• Scores between 1 and 3 indicate a severe problem and require urgent intervention .
• Scores between 4 and 6 suggest moderate engagement , with room for improvement .
• Scores between 7 and 8 are good but still have potential for enhancement .
• Scores between 9 and 10 reflect excellent engagement .
After implementing these changes and waiting four to six months , we conducted another study to determine if the engagement score had changed . Our average improved to 8.80 .
HOW TO ENGAGE
A few things to think about adding to improve employee engagement include :
• Virtual Water Cooler . Implement a virtual water cooler where agents can talk to each other , such as a group chat on Slack or Microsoft Teams .
• Career Path and Growth Opportunities . Provide agents with a clear career path and opportunities for continuous learning , such as training them on new phone queues or offering job-specific training . Most people don ' t want to be stuck in a dead-end job .
SURVEY 3
• Feedback Loop . Create a feedback loop where leaders can learn from the team : and the team receives feedback for improvement . Regularly check in with agents to discuss their performance and any concerns .
• Gamification . Gamify what can be gamified , such as learning new skills on your learning management system ( LMS ), the number of sales made , or a leaderboard with the agents with the best customer reviews or agent stats .
• Recognition and Appreciation . Show agents that what they do matters to the team , the organization , and the community . Take a moment each week or every two weeks to appreciate your agent ' s efforts , especially in a remote working environment . Do a shout-out in a team meeting , in a newsletter , or in personalized notes , to name a few .
To view additional ways to engage your team , check out this 26 Ideas for Engaging Your Contact Center Team article .
Employee engagement in call and contact centers grooms your company for success . By understanding the causes of low morale , actively gauging
SOURCE : MARK PEREIRA
EMPLOYEE ENGAGEMENT IN CALL AND CONTACT CENTERS GROOMS YOUR COMPANY FOR SUCCESS .
engagement levels , and implementing strategies to improve it , you can create a positive work environment where agents feel valued , motivated , and connected to your brand and customers .
Remember , engaged employees are the backbone of a thriving center and the face of your company . Start today by conducting an engagement study and addressing any uncovered issues . Your agents , your customers , and your bottom line will thank you .
Mark Pereira is a certified Trainer and experienced On-Site Supervisor specializing in boosting retention and productivity through proven teaching methods . With an academic background in Business and Innovative Education , he provides coaching to agents with empathy and skill . He stays up-to-date with industry developments from his base in Indianapolis , Indiana .
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