A call center’s environment plays a huge role in agent engagement and customer satisfaction – or lack thereof. When the atmosphere is communicative and collaborative, everyone will experience successful outcomes and the call center will thrive. In this blog, we share six ways you can improve your call center environment.
The overall atmosphere at any company depends on the examples that leaders set and how much the workplace values employee health and wellness, education, growth and goal achievement. Team members spend a significant amount of time at their jobs, and those who work in positive environments are highly productive and put in more effort to do their jobs well.
Does Your Call Center Environment Need Improvement?
While no workplace environment is perfect, it is typically obvious when things are in dire need of improvement.
Look for these signs with your agents:
- Burnout from excessive stress and high workloads
- Reduced performance
- Cynical emotions and low energy
- High turnover rates
These problems can trickle to your customers, who may not be experiencing good service and take their business elsewhere. If any of these things are happening, it’s time to address what’s wrong with your call center environment and make the necessary changes.
It can be overwhelming to decipher where to begin and how to strategically improve your call center environment. Let’s go over six tips so you can get started.
How to Improve Your Call Center Environment
#1 – Develop a Clear Company Vision and Values
Outlining a clear company vision with established values is a great way to unite your team and support your employees. Strong values guide workplace culture and attract people with similar principles. When communicating your vision to both current and potential employees, it’s important to touch on why this vision is important and how their jobs at your call center will have an impact. Employees will feel more motivated knowing they are contributing to a workplace that has the same values they do.
#2 – Prioritize Flexibility and Comfort
Employees with flexible work routines will remain focused and have higher production levels than those who are forced into a rigid day-to-day schedule. These days, it’s essential to offer remote work options so that people can either work in the office or at home. With the right technology, any call center can give its agents this option. Implementing this flexibility will also open the doors to potential new hires that don’t live locally.
Flexibility goes hand in hand with comfort, and it’s important to offer comfortable office spaces that make your onsite call center agents feel at ease. For example, investing in height-adjusting desks gives agents the option to sit or stand, which can alleviate neck and back pain from sitting in the same position all day. Other elements like comfortable chairs, climate control, spacious office and desk space, and access to natural light are also factors that contribute to a comfortable office environment. Call center agents will appreciate these office qualities more than you realize – an enjoyable, visually appealing environment makes coming into work a pleasant experience, versus having to spend a whole day in an office that’s outdated and dull.
#3 – Reward High-Performing Agents
Recognizing hard-working call center agents for their high performance is a great way to appreciate them and set an example for other agents. When hard work goes unnoticed and unappreciated, employees will feel discouraged and are less likely to put in the same effort in the future. Recognition and praise boost employee engagement and are part of a healthy work environment.
Rewarding your high-performing agents can be as simple as providing free lunches or adding vacation time to their allotted hours. You could also create a performance incentive program, which is a clearly outlined program that financially rewards agents as they achieve goals. Incentive programs are great for boosting employee morale and creating workplace motivation.
#4 – Encourage Collaboration
Your call center environment will always be more positive when agents collaborate together and feel connected. While there may not always be an opportunity for collaboration with every project, it’s important to give call center agents the opportunity to collaborate when fulfilling certain call center goals.
Make time for team-building exercises and other group activities that will foster agent relationships – especially if agents are working from home. Strengthening workplace relationships will boost morale, heighten efficiency and improve learning potential.
#5 – Provide Training and Career Development Opportunities
Your call center agents will feel more confident in their jobs if they have the proper training. And training shouldn’t only happen when an agent gets hired – it should continue throughout the duration of that agent’s career at your call center.
Make sure to implement training whenever a new product or service is introduced and to continuously review best practices. If you want to foster improvement, you have to provide the right tools and opportunities.
#6 – Invest in Technology
Call centers simply can’t operate without the right technology.
For example, if your computers are outdated and slow, your agents won’t be able to perform even the simplest tasks. When call center agents have the right tools at their fingertips, they will be able to solve customer issues easily and quickly, while having access to specific customer insights during calls.
Certain technology features, like Screen-Pop, streamline the call process by instantly bringing customer data to a call agent when that customer calls. Computer telephony integration (CTI) technology makes this possible by integrating other tools like your CRM, ticketing system and order entry system.
Other features like call recording and a call metrics integration that tracks valuable call data will help you understand both positive and negative aspects of the calls that your agents are completing. Technology tools like these will take your calls to the next level and empower agents to personalize every call.
It’s always a good idea to strive for improvement, especially when it comes to running a call center. A positive environment will always provide positive results, and that’s what will lead to lasting success.
Improving your call center environment isn’t a one-time task – it’s something that requires continuous change. CDC Software offers solutions that will truly drive your call center forward, with technology that enhances every call for both agents and customers. Find out more by contacting our team.