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

5 Types of high-performing customer support agents

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Great organizations have one thing in common: they’re all made up of great people.

Call centers can’t afford to slack off when it comes to finding and hiring the right agents. To deliver a superb customer experience, they need to build high-performing teams. This means looking for professionals who, in addition to being effective communicators, can add value to the company and its functions. Read More

The 3 pillars of employee empowerment in the call center

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If you’re managing a call center, your goal should be to create an environment where people are productive and empowered.

If this were an easy process, more contact centers would be pouring their time and money into this management strategy. After all, the link between employee empowerment and customer satisfaction is clear. Agents who are allowed to think outside the box, make independent decisions, and think critically can please customers in creative ways. 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

Do strict call center policies really boost employee productivity?

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Should customer support providers implement strict employee regulations to raise productivity, or is this an obsolete and counterproductive mentality?

Some call centers believe that all agents must conform to a set of expectations: strict dress codes, fixed timetables, and inflexible protocols. Others go as far as limiting employees’ bathroom breaks and discouraging agents from chatting with one another. By implementing such rules, these organizations think they’re promoting the “ideal” work ethic that helps boost productivity.

But is this really the case? Read More

5 Tips for managing part-time contact center employees

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Hiring part-time employees is becoming a common trend among contact centers. It’s indeed a more flexible arrangement, but the management aspect can be challenging.

More and more call centers are hiring part-time workers as a flexible staffing solution to cut operating costs, especially during off-peak hours. With a team of part-timers, managers can also optimize work scheduling by assigning more people to specific hours during which call volumes usually spike. Read More