Contact centres are notorious for having higher-than-average staff turnover rates. Someone leaving the business isn’t always a bad thing, but it can be an expensive and resource-draining process when you have to keep starting over.
But what if you could turn things around, with proactive measures that reach agents in danger of quiet quitting?
‘Quiet quitting’, a term that gained traction post-pandemic, is the notion of employees putting in the bare minimum amount of work, flying under the radar, and generally disengaging from the company.
It can be a rather tricky thing to spot, made all the more challenging in a hybrid/remote world where visibility is not so much about presenteeism, but being forthcoming and transparent. So how can you combat quiet quitting in the contact centre?
1. Keep Communication Lines Open
Possibly one of the most difficult things to master is striking the right balance of enough communication delivered in the right way.
People want to feel connected and that they contribute to a company’s goals. This is even more important in a remote workforce, where an agent’s experience of your culture is experienced through a screen – as such, finding out important updates too late, or a lack of transparency from the top can be extra frustrating.
Without delivering comms at a regular cadence, your agents can feel out of the loop, undervalued, and excluded. The exact scenario you want to avoid for quiet quitting.
2. Create an Empowering, Inclusive Environment
Nobody knows the agent experience like your agents. In fact, while it may sound rather obvious, too often agents don’t get enough of a say in their own career, feedback and decisions that affect them. Be sure that you’re recognizing achievements as well as points for improvement.
On top of that, ask for their contributions. Not only will you be harness knowledge direct from the frontlines (they are in contact with your customers all day, after all!), but you’ll also be demonstrating that you value their input. Just don’t forget to actually action things too – you need to walk the walk.
3. All Work and No Play Makes Anyone Dull
Listen, we all know we have a job and responsibilities – but that’s no reason for your day-to-day to be boring. We spend so much of our time at work and maintaining motivation can be a real challenge. That’s where gamification comes in.
It doesn’t have to be complicated. We’re not talking tons of rules and parameters. Just award some points for key tasks and achievements, and watch as your agents battle (in a grown-up way, of course) to race up the leaderboard! Let them bid on rewards with their accumulated points and see how productivity soars as a result.
Done well, gamification has so much potential to reenergize your agents, fuel healthy competition and make their day about much more than ‘just’ work.
Have a think about how your gamification program could look, what rewards (monetary or otherwise) could be, and then let the games begin!This blog post has been re-published by kind permission of EvaluAgent – View the Original Article
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Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.