As companies embrace hybrid and remote work environments, they face a new challenge: keeping remote employees engaged and happy. We examined benchmark data and found consistent factors affecting team member happiness, engagement, and performance.
Root Issues Behind the Decrease in Remote Employee Engagement:
- Supervisor training skills often don’t translate from an in-person setting to video conferencing or other remote environments
- Agents no longer receive the quality call center training they once enjoyed
- Management’s difficulty communicating and implementing clear-cut growth paths
- Feelings of isolation set in as person-to-person connections drop off
- No “water cooler” chats = less camaraderie
- Salespeople lose that in-person, sales floor buzz
Increase Measures of Success by Implementing a Well-Thought-Out Action Plan
As you can see, the decrease in virtual employee engagement stems from several root causes. A well-thought-out action plan that works on different fronts simultaneously is needed to create the success call centers strive for. Heightened success across your contact center will elevate happiness and morale, improving call center agent performance. This leads to not only an increase in retention but also overall measures of success:
- Higher first call resolutions
- Faster speed to competency
- Increased Net Promoter Score (NPS)
- Reduced call center attrition
- Increased overall success for your call center
Ready to Improve Call Center Agent Performance and Increase Retention?
As contact center experts, we specialize in configuring customized strategies to improve call center operations. We see these challenges daily and understand this isn’t a one-size-fits-all solution. Insite helps clients like you win within their operations every day. If your contact center operation needs a hand, or if you’re looking to leave it to the experts, contact us and get Insite today.
