Ten Ideas for Encouraging a Positive Call Center Culture
There are enemies at the door every day at a call center – inaccurate forecasts, average handle time numbers headed in the wrong direction, angry callers, employee turnover.
Workforce management software can get the forecasts and the KPIs under control. Angry callers will always be with us, and they may be one of the reasons why agents leave. Since disgruntled customers can never be completely eliminated, the best way to reverse those high turnover numbers is to give agents a reason to stay.
What is the culture like at your call center? How does the workspace look? How do agents feel when they start their shift every day? There are steps that can be taken to boost workplace culture and morale and help to keep spirits up, even when the work itself can be tedious and challenging.
Try some of these ideas at your call center!
1. Family Social Events
You know your agents – but have you met their spouses and kids? By arranging family events throughout the year – bowling tournaments, visits to local attractions or amusement parks – agents will get to know each other better and you’ll meet their families in a relaxed setting. Socializing in this way contributes to a positive culture, and encourages agents to think of their coworkers as a second family – and that will keep them around longer.
2. Special Days Off
Many companies allow agents to treat their birthdays as a paid day off. It’s a nice gesture that makes them feel appreciated, and since these days can be planned for, it makes it easier to forecast and schedule around them. Some call centers take this concept a step further, allowing additional time off for special events such as a wedding in the agent’s family that requires out-of-town travel, or even something less momentous like a day off to go Christmas shopping. And for the ultimate in agent appreciation, offer one or two “Duvet Days” each year; these are days that can be taken off at short notice, with no explanation required.
We’ve mentioned this before but it’s always worth repeating – agents like to feel appreciated, especially when that is expressed through some reward for their consistent work. It encourages healthy competition among shifts and gives struggling team members a goal toward which to strive. Bottles of wine, restaurant gift cards, movie passes and extra days off are all worthy incentives, and perhaps a special annual prize could be reserved for your best performing agent each year. Trophies and certificates are nice too – but in this era when everyone gets a trophy just for participation, they are no longer enough.
They say breakfast is the most important meal of the day, so why not help your morning shift agents get off to a positive start with a free breakfast? A few fresh pastries, or dry cereal, coffee, tea and juice won’t break the company budget, and will be appreciated. It can also help agents start their shift feeling more alert and more focused. At some call centers in England, a tea trolley serves tea and toast to agents at their desks. Classy – but potentially messy.
5. Volunteer Projects
Encouraging agents and other employees to participate in community projects is not just good for morale – it’s the right thing to do. It allows agents to help organizations that are important to them and it can generate some positive media coverage for your company as well. Depending on the size of your team, giving each agent 3-5 days a year of paid leave to pursue these projects will have a positive effect on morale and on the community.
5. Extra Help for Agents That Need It
Ongoing training should already be a part of your call center regimen – but there may be times when agents still require additional help on hitting performance targets. Keep in mind that the extra hours devoted to discussing these issues, working with them on improvement, and encouraging them throughout the process are a bargain compared to costs incurred in recruiting, hiring and training new agents.
7. A Positive Start
Any new job is stressful. Chances are your call center has some sort of orientation program that follows initial training, but why not take this a step further? Spend some extra time with a new agent in his or her first week. Give them some welcome aboard gifts to further ease the transition. As the old saying goes, you never get a second chance to make a first impression.
8. A Break Room Makeover
Company break rooms should be places agents can relax, clear their heads and tend to personal matters before returning to their desks. If the place looks worn-down and dreary, it won’t have that positive effect. A fresh coat of paint (preferably bright colors), some plants (real, not plastic), snacks, a fish tank, an ATM machine (so agents won’t have to stop at the bank after their shift), happy photographs, comfortable furniture – these are the ingredients for an appealing break room.
9. Fitness Classes
Call center agent work is sedentary – and let’s face it, most of us aren’t getting the exercise we should even when we’re not at our desks. Experts recommend 30 minutes of physical activity five days a week to help stay in shape. Call centers can encourage this positive lifestyle with onsite fitness classes. These can be created with the help of a local health club, or you might even find someone on your team that can lead a yoga, Zumba or aerobics class.
10. Advancement Opportunities
Even your agents who are content in their work may not envision doing the same thing for the next 20 or 30 years. Resources should be made available for those interested in a career path to management – these can include meeting and training with current management personnel, sponsoring agents who wish to take business courses at local community colleges, and establishing a company policy of promoting from within whenever possible.
The Operational Advantages of WFM
Still considering whether to add a workforce management solution to your contact center? There are many reasons doing so is
Abandon Rate: What It Is, Why It Goes Up, What You Can Do
Abandon: (verb): To leave completely and finally; forsake utterly; desert: Sounds pretty grim, doesn’t it? “Abandon Rate” is one of