Introducing Community from EvaluAgent

In the dynamic world of customer service, contact centres play a pivotal role in delivering exceptional experiences to customers.

However, the high-pressure nature of the job can sometimes lead to burnout and decreased morale among agents.

This can result in a chain reaction with far-reaching consequences: impacting customer interactions, escalating agent turnover rates, and amplifying operational expenses within the contact centre.

Why Is Employee Wellbeing so Crucial in the Contact Centre?

Did you know that according to an employee survey, 40% of employees said their contact centre was “unengaging and unsupportive?”

A frustrating contact centre can undermine every other business process, and negatively affect the company’s bottom line. To nurture and engage a productive workforce, contact centre leaders need to focus on employee wellbeing.

Employee wellbeing in contact centres significantly impacts various areas, including:

Customer Experience

Agent wellbeing directly shapes customer interactions. Stressed agents deliver subpar service, while emotionally supported agents engage effectively, leading to improved satisfaction and loyalty.

A great employee experience (EX) is key to an exceptional customer experience (CX).

Agent Retention

A demanding environment with no wellbeing initiatives can lead to high turnover. Addressing wellbeing reduces turnover, saving recruitment costs and preserving team cohesion.

46% of call centres have attrition rates over the UK average – right now almost a third of agents are actively looking for a new job

Operational Efficiency

Burnout affects agent performance, leading to errors and reduced productivity. Prioritizing wellbeing enhances performance, improving overall efficiency and reducing costly mistakes.

Cost Savings

High turnover and inefficiencies increase recruitment and training costs. Poor experiences lead to customer churn and revenue loss. Prioritizing wellbeing mitigates these costs, creating a stable and effective workforce.

Company Reputation

Unhappy agents impact customer perception, damaging the company’s reputation. Engaged agents enhance the brand image, influencing long-term success.

Workplace Culture

Valuing wellbeing fosters a positive culture, enhancing agent connection and retention. A positive culture attracts talent, creating a cycle of excellence.

Performance Metrics

Agent wellbeing influences key metrics like call resolution and customer satisfaction. Supported agents surpass targets, contributing to overall success.

Empowering Change: Enter Community From EvaluAgent

We are excited to announce the launch of Community, our brand-new product suite designed to increase agent engagement and ignite enthusiasm within frontline teams through three powerful features.

Suggestion Box

A virtual suggestion box that gives employees a chance to easily share their ideas and voice concerns, contributing to a culture of open communication where every voice is not only heard, but genuinely valued.

The result? Employees become active participants in shaping positive change within the organization.

The added benefit of anonymity provides a secure option for expressing concerns and sharing ideas that might be uncomfortable to address in group or one-on-one discussions with senior team members.

Finally, by encouraging employees to share their ideas, the contact centre as a whole benefits from the valuable insights gained by those on the frontline, talking to your customers every day.

The added benefit of anonymity provides a secure option for expressing concerns and sharing ideas that might be uncomfortable to address in group or one-on-one discussions with senior team members.

Finally, by encouraging employees to share their ideas, the contact centre as a whole benefits from the valuable insights gained by those on the frontline, talking to your customers every day.

Announcements

Virtual announcements revolutionize the way management and employees communicate, offering a way to effortlessly facilitate feedback sharing and the tracking of resulting actions.

This tool bridges the gap between input and action, empowering managers to promptly address employee suggestions and ensure transparency.

Now, you’ll be able to streamline top-down communication, notifying employees of crucial updates that have an impact on the contact centre and ensuring everyone gets the same message.

Gamification

Evaluagent’s gamification feature revolutionizes performance enhancement, providing a powerful platform to invigorate teams by acknowledging and rewarding improvements within Quality Assurance and Coaching.

By seamlessly automating points, badges, performance boards, and auctions, this all-encompassing solution cultivates engagement, amplifies achievements, and stimulates healthy competition.

As a result, performance takes center stage, motivating teams to exceed expectations and go the extra mile.

With gamification, the journey toward improved performance becomes fun, fostering a more productive and motivated workforce while substantially enhancing coaching outcomes in the contact centre.

Improve Your Employee Wellbeing Today

The wellbeing of contact centre agents holds the key to organizational triumph. Community is a catalyst for this positive transformation, reshaping contact centres into thriving environments that prioritize the mental and emotional health of agents.

By reducing burnout, addressing disengagement, and fostering motivation, this new product suite triggers a virtuous cycle that doesn’t just benefit agents, but the entire organization and customers too.

This blog post has been re-published by kind permission of EvaluAgent – View the Original Article

For more information about EvaluAgent - visit the EvaluAgent Website

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.