4 Tips for building a more collaborative call center

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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.” Read More

The importance of emotional intelligence in call centers

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Although the idea of emotional intelligence, or EQ, is relatively new, it has already been embraced by organizations across industries—including call centers.

The term emotional intelligence was first mentioned in a 1964 paper by Michael Beldoch. However, it was only in 1990 when it was explored in-depth by two psychology professors: Peter Salovey (Yale University) and John D. Mayer (University of New Hampshire). The term’s coinage has since been largely credited to the two professors. Read More

Why loyal, high-performing call center employees quit

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On average, how long do your customer service reps stay in the company?

No one would be surprised if your agents’ average length of stay in the company is pretty low. After all, contact centers are notorious for sky-high employee turnover rates. While the median staff tenure across US industries for the 25-to-34 age group is a depressing 2.8 years, customer service workers stay in their company for an average of just one year. Read More

What do high-performing call center agents look for in a company?

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Of course, call center leaders want only the best talents for their team, but how can you ensure that you’re hiring only the best customer support agents?

There’s a big difference between high-performing, career-minded employees and those who only work for a paycheck. Naturally, you want top-quality candidates for your outsourcing company—those who can aid you in achieving, and maybe even surpassing, your goals. Read More