Graphic of employees working together

3 WAYS TO IMPROVE EMPLOYEE ENGAGEMENT IN YOUR CONTACT CENTER

Improve employee engagement by implementing these three strategies and create a competitive advantage for leaders within the contact center industry.

3 WAYS TO IMPROVE EMPLOYEE ENGAGEMENT IN YOUR CONTACT CENTER

Improve employee engagement by implementing these three strategies and create a competitive advantage for leaders within the contact center industry.

What is Employee Engagement?

Employee engagement is a shared responsibility. It includes employees, human resources, immediate supervisors, and top leadership. All these parts must work together to foster an organization that improves the corporate culture.

Why is Employee Engagement Important?

The research has been clear: high levels of employee engagement create a competitive advantage for leaders within the contact center industry. That is, a business with engaged employees outperforms its competition at a rate that almost doubles sales, performance, and profitability. In a purely business context, higher levels of engagement drive everything else.

3 Strategies to Improve Employee Engagement

1. PROMOTE A HEALTHY WORK ENVIRONMENT

This type of culture provides formal and informal learning opportunities for current and future jobs and ensures that every employee has a clear career path. Additional vital areas impacting an organization’s culture include inspiring a positive environment with no or few toxic behaviors, trust in leaders, and staff members who receive feedback.

2. INCREASE TRUST

Engaging your employees will increase the trust between the organization and employees, create autonomy, and bring more creativity. This ushers in a higher level of efficiencies and reduction in turnover. It also increases revenue and attributes to improved customer satisfaction results.

3. ENCOURAGE COLLABORATION

Create a forum for employees to share personal as well as professional updates. Try to assign collaborative tasks weekly, encouraging team members to work together and stay connected. By improving all areas, your organization will inspire you to become the leader in the Call Center industry.

Can I Still do This in a Remote World?

The Short Answer is YES. But how? The key to managing remote teams successfully is realistic goal setting.

BE METRIC DRIVEN

Clear deliverables and specific metrics will enable you to track outcomes and measure results effectively. Staying disciplined is a prime factor to make work-at-home effective. There will be a lot of distractions in their homes, but it can also be a lonely place.

PHYSICAL AND MENTAL HEALTH MATTERS

Ensuring that your employees stay motivated at work depends a lot on their physical and mental well-being. Consider incorporating a fitness or meditation application and share it with your employees to promote physical well-being and create a wider sense of community and connection. This is the best time to make the most of the available technology!

Further, to keep up morale and boost moods, create virtual team activities like online multiplayer games and quizzes. Encourage staffers to learn new things and share them with their colleagues.

Do’s and Dont’s for Work-at-Home Employees

DO’sDONT’s
Capture employees’ current perceptions of their work experienceAssume they will be doing the same things that they have been doing in the office
Deliberately plan the transition for greater employee empowermentCommunicate in the way you always have
Build processes for all employees to have input into this new way of workingRely on supervisors to organize the responses
Establish organizational design principles for motivated workingAssume all employees will react the same
Recognize this WILL be a cultural changeImpose uniform goals and targets
Establish local area virtual teams and professional teamsAllow Laissez faire practices to develop
Build virtual get-togethers for informal support and chat over coffeeLeave out mechanisms for sharing success

Do’s and Dont’s for Work-at-Home Employees

  • Capture employees’ current perceptions of their work experience

  • Deliberately plan the transition for greater employee empowerment

  • Build processes for all employees to have input into this new way of working

  • Establish organizational design principles for motivated working

  • Recognize this WILL be a cultural change

  • Establish local area virtual teams and professional teams

  • Build virtual get-togethers for informal support and chat over coffee

  • Assume they will be doing the same things that they have been doing in the office

  • Communicate in the way you always have

  • Rely on supervisors to organize the responses

  • Assume all employees will react the same

  • Impose uniform goals and targets

  • Allow Laissez faire practices to develop

  • Leave out mechanisms for sharing success

Ready to Improve Employee Engagement in Your Call Center?

Now that you have a clear understanding of what employee engagement is and why it’s important, it’s time to start implementing these strategies. Learn more about how Insite has helped companies like you increase employee engagement.

For a free, live demo, contact Insite at connect@callinsite.com or complete our contact form. Follow us on LinkedIn