A call center is typically made up of professionals coming from different cultures or backgrounds. Thus, they’re likely to have differing workplace habits and values, all of which can result to conflicts.
It’s important to resolve any form of disagreement between and among employees before it escalates into a full-blown chaos. An unhealthy workplace may dampen employee engagement and productivity, both of which are crucial in the customer service industry.
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.”
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.
While your contact center’s focus might have shifted from the speed of interactions to the quality of the customer experience, no one can deny that good time management is still a primary indicator of efficiency.
Ensuring sufficient staffing is crucial for all contact centers. With today’s consumers demanding 24/7 omnichannel customer support, you need to build a high-functioning team with the right number of people.
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.