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5 Ways to Create Agent Optimism in the Contact Center

customer service agentsContact center managers are constantly searching for ways to improve the mood and morale of their agents.  Because a main function of any agent’s job is to listen to unhappy or disgruntled customers all day long, it’s common to find high levels of stress among contact center employees.

A happy customer service team can boost the success rate of any contact center for multiple reasons.  First and foremost, a cheerful customer service agent leads to increased customer satisfaction.  It is a proven fact that few customers will do business with a company if they experienced poor customer service, or a rude agent.  Secondly, people who are content with the job they have are much less likely to search for another one, saving the company money that would be spent on searching for, hiring, and training a new agent.

Because all contact centers are different, there is no fool-proof plan that will ensure happiness for all agents.  However, there are some best practices with proven results, and finding the right combination of the following tips can increase morale and customer service, while decreasing turn over in your contact center.

  1. Ask your employees.  Ask your employees’ opinions on as many things as possible.  Ask them for the issues they’re experiencing, tips to improve the contact center in general, tips to improve customer service, and what would make them happier.  Feeling like a valued employee whose opinion matters will drastically increase the morale of your agents.
  2. Offer incentives.  Knowing that they’re working towards a reward will not only increase agents’ happiness levels, but also their productivity levels.  And again, ask your employees – find out what rewards they actually want, so they’re not disappointed when they reach their goals.
  3. Provide breaks.  Don’t make agents feel like they are tied to their desk all day long.  Sitting for many hours listening to customers complain and feeling as if they can’t leave their desk is enough to drive anyone crazy.  Being able to get up, roam around, or hang out in the break room for a few minutes to de-stress will help employees recover faster from rude customers.
  4. Play games. Playing games can make your agents’ jobs more fun, and make them more motivated to get the job done.  This can also be tied into offering incentives – the first to reach goals or milestones (or the “winner”) is rewarded.
  5. Organize activities.   Create fun days for your employees, and things for them to look forward to.  Do you have a lot of active employees? Host a field day.  If your agents aren’t as active, organize a dinner for them or a night out.  This is a great way to make your agents feel appreciated, as well as make your employees feel like part of a team.

Doing things to make your employees happy does make a difference.  Try out some of our suggestions, or implement some of your own.  After you try them out, go back to number one – ask your employees for feedback.  Are some things too corny for your employees? Do they have suggestions of their own?  Find out.

Feel free to comment and let us know what works for you or what you want to try out!

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David Wise

David Wise

Chief Executive Officer, Founder at AVOXI
David has more than 18 years of management experience in the telecommunications industry. A graduate of the Citadel, David worked as a Senior Account Executive with Intermedia Communications and later co-founded Rapid Link, a leading provider of International callback and VoIP. David then founded AVOXI in 2001with a focus on providing niche international call center markets with customized voice and data services. read more
David Wise
David Wise

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