Customer Loyalty Starts with Agent Loyalty
Happy agents result in happy customers. So how do you create happy agents?
Let’s go beyond the obvious answers to this question – a competitive salary, scheduling flexibility that allows agents to balance home and family responsibilities with their job, and appreciation from managers and supervisors. These are all important and necessary best practices for creating a positive relationship between employer and employee.
However, it’s also important to build supportive relationships between agents, which is more difficult since each one spends the day talking to people outside the office and not those in the surrounding cubicles.
Team building is an excellent method to encourage company loyalty and create happier, more effective agents. This is especially true if you have remote agents and employees that work from home, as they have even fewer opportunities to network with coworkers.
One way to introduce this concept would be to establish a weekly or monthly get-together offsite, at a restaurant or a park. As employees bond it’s also a good time for managers to seek feedback on how they feel about their jobs, and ask for suggestions on how to better serve customers and make the contact center a more positive place to work.
Yes, this may require an investment on the part of the business, but the outcomes that will result will make this money well spent.
There are also team-building practices that can be introduced at no cost, such as a huddle at the start of each shift – a few words of encouragement, a reminder of the importance of the customer, and singling out a few agents for their contributions can be a great way to start a day.
Workforce Optimization Newsletter – October 2018
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