Increasing engagement among newly hired customer support reps

Increasing engagement among newly hired customer support reps

Faith Ocampo Published on July 24, 2017Last updated on November 8, 2019

new employee in suit to his back with im new post it note

Creating an organizational culture that promotes staff engagement is a continuous process. How should call centers engage new hires and make them feel part of the team?

From the moment new agents enter your company, you need to make a good impression. Here, trainers play a crucial part, as they’re the ones responsible for onboarding fresh hires, familiarizing them with the company, and making them feel comfortable in the workplace.


As part of your customer service training program for new hires, these steps should help you boost employee engagement and performance.

1.     Create a sense of community among agents.

office employees listening to new coworkers

The typical call center agent is a highly social person. It helps if you, as a trainer, can give them a sense of community in an environment where everything is new for them. This can make them feel comfortable in the workplace.

One way to do this is to have them work in small teams during customer service training activities. Not only does this introduce them to new colleagues and friends, it also helps them develop teamwork. Plus, this technique also feeds their need to socialize and form new friendships.

2.     Explain their value in the company.

office coworkers discussing work with call center team

Every time you’re training new hires, don’t forget to make them realize their value in the company. Explain to them how their roles contribute to the organization’s success. You may include a training module that discusses the role of customer care in building sustainable and lasting customer relationships.

This is especially important if your new hires are fresh graduates who don’t have a lot of previous work experiences. Customer support trainers should help them develop a sense of purpose in the workplace. This will boost employee engagement and raise the quality of performance.

3.     Let them know how they’ll be rewarded.

diverse coworkers chatting by hallway having coffee

Another way to improve engagement and performance is to inform new hires about your rewards system. Let them know that your company promotes healthy competition and that good efforts are recognized and rewarded.

In addition, tell your new call center reps about the various career paths that they could take within your organization. This should encourage them to grow, develop their skills, and seek opportunities to improve their career.

4.     Give them feedback regularly.

call center team leader in intimate meeting with customer support agent

It’s important to regularly provide performance feedback to your new employees so they can adjust their performance accordingly. Inform them about their test results and recommend ways by which they can improve. Performance feedback also helps new hires adapt to and fit in more easily in a new workplace.

5.     Celebrate their success.

customer support employee high fiving call center team leader

No matter how small, successes must be celebrated. For instance, if all your trainees had perfect attendance for a whole month or everyone passed a tough test, be sure to recognize these achievements. Plan a simple graduation party, go out on a team dinner, or have pizza during break hours. This helps promote a fun culture, while sending the message that every bit of hard work is noticed and appreciated in the workplace.

 

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.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO19 hours ago
Every entrepreneur's dream is to grow beyond his own shores, but how do you know if you're up to the challenge? Look out for these signs before taking your first step into international #expansion: https://zcu.io/Safk

#WeSpeakYourLanguage #Startup #Offshore #Outsourcing
Open Access BPO
Open Access BPO3 days ago
High employee turnover costs money and resources. It also jeopardizes your #brand reputation. One way for #CallCenters to prevent all these from happening is to build an effective #CareerDevelopment program.

Learn more: https://zcu.io/XdNU

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO6 days ago
#Thanksgiving is just a week away. #Ecommerce companies must suit up to face the onslaught of shoppers on one of the biggest shopping weekends of the year.

Here's how: https://zcu.io/4yzf

#WeSpeakYourLanguage #CustomerService #CX
Open Access BPO
Open Access BPO1 week ago
Consumers still think the best way to resolve their #CustomerService issues is via #email, even with the rise of new support channels. Follow these tips to maximize the advantages of providing effective #EmailSupport: https://zcu.io/3Si0

#WeSpeakYourLanguage #CallCenter
Open Access BPO
Open Access BPO1 week ago
A scripted reply is the last thing people want to hear when calling you for #CustomerSupport. Ensure a clear response plan for these common #CallCenter scenarios is included in your training program when selecting an #offshore #BPO firm: https:/zcu.io/UwoK

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
Open Access BPO Makati serves as the flagship #outsourcing facility for our growing workforce and multifaceted programs.

These offices have the highest seating capacity among our locations, allowing us to offer our full suite of services in English and more than 30 Asian and European languages. Learn more: https://zcu.io/Sb9O

#WeSpeakYourLanguage