4 Tips for building a more collaborative call center

4 Tips for building a more collaborative call center

Faith Ocampo Published on April 17, 2017

young creative office employees brainstorming ideas

If your call center rewards employees’ individual achievements more than team success, it’s time to take a step back and re-evaluate your workplace engagement techniques.

As productivity-driven companies, most contact centers encourage agent productivity by rewarding individual employees’ exemplary performance. Agents are asked to end calls within a set time limit, handle an x number of transactions in a day, and so on. Those with the highest productivity as defined by these metrics are incentivized and hailed as “Agents of the Month.”

While this recognition-driven employee engagement approach can indeed drive up productivity, it comes with a cost. A highly competitive workplace leaves little room for collaboration. It breeds the mentality that customer support reps must outshine their colleagues for their hard work to be recognized. You may not think it matters at first, but this type of organizational culture can get in the way of teamwork.

diverse office employees cheering on teamwork

Team collaboration is essential in customer service companies. It’s the key to solving big issues that keep resurfacing and finding creative solutions to the most common customer problems.

Here are four tips to build a more collaborative call center.

1. Reward collaborative efforts.

proud office team holding one trophy

Instead of setting targets for individual employees, set team goals. Come up with tasks that will require your agents to work with one another. You can then incentivize your employees based on their collaborative efforts.

If your employees are used to working on their own, they might find it difficult to do this at first. So make sure to focus on team building tactics as well. Organize dinner parties, company outings, and other events to encourage your agents to get to know one another.

2. Promote transparency.

customer service reps serious business meeting call center team leader

Building a collaborative workplace all boils down to effective leadership. You need to create trust among employees by promoting transparency in the company. You can do this by welcoming constructive criticisms and widening agents’ access to work-related information.

3. Ask employees to identify the barriers to teamwork.

diverse business team in meeting writing on white board marker

Sometimes, managers have a narrow view of what it’s really like for call center agents to work on the production floor. So make sure to ask your employees about the practices, processes, or policies that are getting in the way of team collaboration. It could be your office’s layout, your no-chatting policy, or your overly hierarchical structure. Whatever the barriers may be, make sure to eliminate them in order to make it easy for agents to communicate with one another.

4. Brainstorm as a team.

creative diverse team in meeting

The bottom line is, you need to create an environment where your customer service reps feel comfortable sharing their insights, opinions, or suggestions. One way to do this is to brainstorm with them. Discuss an issue together, and solicit their ideas. Apart from making them feel at ease with their colleagues, this is also a great way to make them feel that the organization values their inputs.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO15 hours ago
#CustomerService metrics indicate the level of service your brand is capable of providing.
They can also reveal just how effective your strategies are, including your
• staffing
• training
• quality assurance, and
• service/people management.

Metrics are more diagnostic than curative: https://buff.ly/3RiolyQ

----------
Make dismal #CustomerService a thing of the past when you outsource your #CustomerSupport needs: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CallCenterOutsourcing #CallCenters
#CustomerExperience
Open Access BPO
Open Access BPO2 days ago
Customers appreciate brands with #eCommerce websites that have #LiveChatSupport because of its convenience, speed, and humanized interaction.
You need to optimize these 4 features to make your #ChatSupport exceptional: https://buff.ly/3fhVflL

----------
Upgrade #CustomerExperience with our 24/7 multichannel #CustomerSupport solutions: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #eCommerce
Open Access BPO
Open Access BPO6 days ago
#Repost | Team Allied Services and You:
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

----------
Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The company’s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

#openaccessbpo #teamalliedservicesandyou #pinoyrunner
#tcsnycmarathon #partnership #support #WeSpeakYourLanguage
#NYCMarathon2022
Open Access BPO
Open Access BPO1 week ago
Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

Employees who haven't signed up as #BloodDonors may do so by filling out this form: https://buff.ly/3dvNyI6

𝗦𝗮𝘃𝗲 𝗮 𝗟𝗶𝗳𝗲 𝗕𝗹𝗼𝗼𝗱 𝗗𝗿𝗶𝘃𝗲 𝟮𝟬𝟮𝟮
September 28 | 10:00 AM - 3:00 PM PST
Open Access BPO Makati, Glorietta 2 site lobby

#WeSpeakYourLanguage
#DonateBlood
Open Access BPO
Open Access BPO1 week ago
#Gamification works to create healthy competition and camaraderie among your #CallCenter agents while ensuring productivity and high quality support for your customers.

But it only works if done right. Here are several tips you can use to gamify your contact center: https://buff.ly/3dvR6Kt

----------
Ensure high quality support for your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
Having a branded #CustomerService strategy sets your business apart from others, helping grow your customers base and enhancing #CustomerExperience.
Here's how you can develop a branded customer service strategy: https://buff.ly/3Smzv6A

----------
Outsource #CustomerDelight without losing your #BrandIdentity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #branding
Open Access BPO