Here are some simple ways to boost contact centre productivity.
1. Make staff feel valued by involving them in the decision-making process
Involving agents in key decision-making processes alongside higher-level employees will demonstrate their importance within the team and the part they have to play in the overall success of the organisation.
When call centre agents feel like they’re a valuable and appreciated member of the team, they’ll be more motivated, engaged and effective.
2. Recognise your agents’ achievements
If employees feel that their achievements are being acknowledged, they’ll be more inclined to go above and beyond for the company in future.
Praise and appreciation could come in the form of a handwritten note, verbal compliments or a tangible reward, such as a bonus.
3. Allocate small ‘off-phone’ tasks to unproductive idle time
Allocating small ‘off-phone’ tasks to unproductive idle time can help to boost productivity and profitability.
Larger tasks may be broken down into smaller pieces and allocated appropriately. Ideally, agents should be able to complete these tasks in under 5 minutes.
4. Allow for frequent, short breaks so agents have a chance to relax
It’s important to allow for frequent, short breaks so agents can relax and spend some time away from the phones.
This flexibility can help to give employees a greater sense of control over their work, which can in turn keep stress to a minimum and boost productivity.
5. Boost morale by hosting parties and remembering birthdays
Investing in a good corporate culture is a great way to help staff have fun and appreciate their organisation – as well as increase overall employee morale.
In its simplest form, this could mean celebrating each employee’s birthday or organising fun activities for staff to take part in on their breaks.
Company events such as annual parties are also a great way to show agents that they’re appreciated, and help to facilitate bonding between team members.
With thanks to Damien Higgins at Eden Springs, a supplier of environmentally friendly office coffee machines and water coolers.