ENGAGE EMPLOYEES with core values through events, activities and gamification. If you notice an uptick in absenteeism, it’s time to act quickly to re-engage your staff. Furthermore, 85% of employees say they would spend more time on gamified software. According to Gallup, “Routine feedback is better than none, but meaningful feedback—the kind that helps individuals learn, grow, and do their jobs better—is how you improve productivity and performance.” Celebrate those who make ongoing improvements, as that recognition will have an impact on your customers. It has to be realistic—if you only have 1% of your call center representatives available to answer calls, this needs to be addressed; not turned off. Employee engagement is a gauge of employee commitment hence, should be taken into consideration in evaluating employee performance. Appreciation is fundamental—yet it’s largely ignored in the workplace. Enlighten them to develop a service-focused mindset. Are you setting them up for success with onboarding processes and training programs? A: Employee engagement activities aim to boost participation, strengthen relationships, and help employees feel more comfortable communicating with their teammates. This usually creates negative engagement, increasing the rep turnover that call centers experience. If you can consistently recognize for positive behaviors, your call center reps will be engaged and your customers will be thankful. Call center employees also spend a lot of time talking to customers who are less than happy. Real feedback is the only way to make actual improvements and learn from mistakes. The financial wellness hierarchy of needs suggests all humans need the following to be true to feel financially secure: Personal finance issues can cause distractions that create disengagement from the workplace. Make the party days “Hawaiian Dress-Up Day,” for an added fun call center idea. We’ve got 10 tips to help you do it, and fast. Thank you for reading and sharing your comment, Denver! Volunteer together. 8.5x more likely to stay than leave within a year 4x more likely to stay than dissatisfied colleagues 16x more likely to refer friends to their company 3.3x more likely to feel extremely empowered to resolve customer issues Boosting contact-center performance through employee engagement If attrition is high at your organization, you may be placing massive stress on call center employees who remain loyal to your team. The ability to bid for a better shift time in the employee portal; Being allowed to leave 15 minutes early one day; Having a manager take an agent’s calls for one-hour 7 Ways to Keep Call Center Employees Engaged. Make up a bingo card for each agent. The same study shows that employees who do not feel adequately recognized are twice as likely to say they'll quit in the next year. This was causing call center representatives to have decreased attendance at work as it was so discouraging. Show your call center reps they matter! According to Gallup, only 30% of the current American workforce say they’re engaged and inspired at work. The average absence rate at contact centers is currently 9.1%. There is one thing that I know from experience—both as a call center representative and an executive call center leader—your call center representatives want to feel valued (as much as they may work our nerves). Rather than forcing them to “stick to the script,” allow them to have flexibility in handling their customers. The rigors of this work can lead to increased employee frustration and disengagement. Keeping employees happy and motivated can be a challenge in any workplace, and is especially the case for call centers. For example, pulse survey allow you to ask more granular questions about what you could be doing better, or how you can support your team more. Agents who have more on-the-job experience have more skills to complete their jobs better. Consider also promoting innovation awards for thinking out the box. 10 Low-Cost Rewards to Engage Your Agents. Employee engagement scores in staff surveys have improved greatly this year, which Dillon attributes to a high level of in-house expertise following a leadership development programme. Choose several metrics to compete in and set the time period for the games. Study it. Megan it is an amazing article and thanks for introducing me to on-demand payments i will check out DialAmerica and CaLLogix and see if we can add it to our current system. Tell us a little about yourself and let’s get the conversation going! November 15, 2018Last Updated: July 15, 2019. Show your employees not only will you reward for helping to identify great new hires, but also for their desire to contribute to the overall success of the organization. Struggling with ideas on how to engage and motivate your call center representatives? Call centers are one of the industries most affected by high turnover rates. Provide your call center representatives a consolidated view of initiatives on an automated platform, with office signage, and via frequently updated monitor screens. Although you may be thinking that employee happiness seems a little too ‘touchy-feely’ to be a major concern, research shows that happy employees are more productive.This is where call center incentive ideas come into play, at the juncture of happiness and productivity. Make an impact early on with onboarding, ongoing communications and training, a mentor to go to with questions, daily team huddles, celebration of successes, and ability for peers and supervisors to give both non-monetary and monetary recognition through an automated platform. And you can’t judge a culture by its environment. We've seen great results by designing motivating and engaging programs, weaving in team-based incentives, surrounding with relevant signage, creating an engaging and social platform, organizing an events calendar including team parties, and recognizing teams as well as individuals instantaneously through technology. Further, Michael Tremblay of Air Canada claims 85% of contact at call centers is considered “bad contact," according to his discourse at CCW. Thus, call center representatives should be encouraged to be creative in their everyday tasks. Taking steps to decrease ASA times can help soften the tone of a call, which ultimately protects your employees from excessive stress, and improves the atmosphere of their job. Call Center Olympics. Rather than knowing how to fix the issue, the supervisors simply turned off the screens. All Rights Reserved. Start with these 25 employee engagement ideas and build on that. Investing in your agents … Others will want to live these core values as well, once they see they can reap the rewards for doing so. Sometimes your call center agents won’t feel valued enough to facilitate high-quality customer interactions and end up spending their time on useless activities or taking longer breaks. Next 4 Ways Tablets Can Boost Employee Productivity. Thanks to a record low unemployment rate and a plethora of job openings, your employees are always looking for the next best thing. Try comprehensive call center contest ideas like Call Center Olympics. Rates can reach as high as 70% at contact centers who outsource call center employees. And while monthly bonuses and incentives are a useful strategy for attracting talent, they aren’t always the key to continuous engagement. This will have a domino effect. #1 Distinguish lagging motivation from true burnout Check out seven ways to keep call center employees engaged. When you are pressed for time or want to avoid all ideas. Q: What are employee engagement activities? Contact Center Week (CCW) Executive Exchange, reduce turnover and absenteeism while simultaneously boosting engagement, Engage or Die: How Companies that Act Fast on Engagement Outpace the Competition, https://www.achievers.com/blog/celebrate-customer-service-week/, How to Engage Employees During the Holidays, 5 Ways to Engage Employees Through Learning and Development (L&D), https://www.achievers.com/blog/7-ways-to-keep-call-center-employees-engaged/, Those who do the bare minimum: show up, do their work, then go home (50%), Those who are actively seeding discontent (20%). So, how do you build creativity into your call center training? You should aim to enable them to do their tasks with a personal touch, without compromising quality. Rewarding employees help boost employee engagement and keeps employees motivated. When a contact center is plagued by 90-day turnover issues, it automatically decreases the average agent competency in an organization. If low employee engagement comes from a lack of personal investment in daily activities, gamification may be a uniquely effective way to address this issue. Your email address will not be published. They are problem solvers, and they are the keys to driving innovation, knowledge, and revenue throughout your organization. As a result, recognition keeps your employees motivated and engaged, which elevates productivity. In fact, many call center employees site the narrow grading metrics contact centers generally adhere to as a key cause of in-office stress and lack of productivity. Install a lounge where they can socialise during downtime. They are your greatest asset in the call center. One of the greatest ways that we can encourage employee engagement in the call center is to allow contact center employees the ability to be part of the creative process in designing and evaluating contact center processes. Change connected to feedback is a great way to keep valuable call center employees engaged and happy in the workplace. Contact Center Survey results revealed that larger call centers tend to lose a substantial percentage of their new hires within the first six months. . Plus, […] The call centre environment can be toxic and intense. But maybe you just need to boost motivation, morale and workforce engagement as this crazy year (finally!) While fun and enjoyment is definitely a cherry on the top, each of these ideas is carefully selected to address a specific issue. Required fields are marked *. How to Create a Call Center Incentive Program in 8 Steps Find unique benefits that your staff will continue to find useful over their time with your company — something that differentiates you from the crowd. And, as we outlined above, that can be especially difficult when it comes to call center agents. Immerse your employees in the company culture. Our team of organizational psychologists, data scientists and engineers keep our platform up-to-date with findings from … Shortening ASA improves both the quality of customer service as well as your call center employees’ overall perception of their job. Top 3 remote employee engagement secrets . Copyright © 2019 ITA Group. Overbooking or spreading your employees too thin leads to resentment, increasing both attrition and absence rates, which is often a telltale sign of disengagement. You can save a manager in need of some inspiration. 28. While the goal is to recognize your employees as often as possible, be sure to call out a specific “employee appreciation day” as well. The more stress your employees absorb, the more likely they are to become disengaged from work— a high volume of stressful calls is taxing on your staff. Appreciation is a fundamental human need, but it’s one largely ignored in the workplace. – Increase Employee Engagement. Each KPI is considered a sport. With surveys, you’re able to analyze employee feedback and then implement changes that show your team you are listening to them. An Aon Hewitt study showed that a five percent increase in employee engagement can … Give employees another outlet for sharing employee engagement ideas. Recognition in the workplace confirms your employee’s presence —and work —is valued by others. 1,776. Break the Ice A staff with more positive than negative experiences is a happy staff. Use this mega-list of employee engagement ideas to help your team get back on track: 1. We launched Culture Amp five years ago to help make the world a better place to work. Thought leaders in business management like Robert Half and Dale Carnegie both provide lists of engagement ideas, and resources like LinkedIn can also be good places to find ideas. You take a break and have some fun by introducing training games. With so many ‘learners’ on staff, it is difficult to provide quality customer service. comes to a close. A practical way to bring WFH call center staff closer together virtually is to invest in quality video conferencing and collaboration tools Other effective remote employee engagement technologies include instant messaging apps and in-house social networks. That’s why any good contact center employee engagement strategyin 2019 needs to understand the root of the cause and develop employee engagement plans designed to alleviate the problem (or fix it altogether). 3. Join our email alert list so you never miss a post. The current job market is the employee’s market. Validate comments or posts that call for positive change by responding in the comments section, but then also by making moves to better the situation offline. Games might seem trivial, but they are an exceptional way to foster teamwork, increase engagement, raise energy levels, and encourage skill retention. So, what are some tactics to improve these stats and increase retention? Surveys drill down on how your employees feel about their working situation and your organization. Check out 59 ideas in our curated list of the top Employee Engagement Ideas & Activities for 2021! What are the top values to recognize? The issue was still at large though! Your call center should have core values that align with your company’s overall values and goals. How can we help? And on it went as we toured the building. Do you have any thoughts on this article? Shorten ASA times When they do, they get a personal connection to their task and they are drawn to the customer service they are providing. Some successes you may want to recognize: milestones to reward for hard work and commitment, retention awards that recognize managers with the highest employee retention month-to-month, and anniversary awards (start early on, prior to year one—you don’t have time to wait). Daily pay benefits are proven to reduce turnover and absenteeism while simultaneously boosting engagement. The same study shows that employees who do not feel adequately recognized are twice as likely to say they'll quit in the next year. At CCW, one contact center executive was asked, “What can you do to bring your ASA down to one minute?”  The response was simple enough, “Get five more people on board.”. From a revenue standpoint, this distraction can cost employers $7,000 per employee, per year or about 20 hours of lost productivity each month, per employee. Paula Clapon. Supervisors must recognize there are other factors at play that could be interfering with an agent’s performance. According to Gallup polls, only one in three workers in the U.S. strongly agree that they received recognition or praise for doing good work in the past seven days. According to Contact Babel’s 2017 study on U.S. contact centers, employee turnover at call centers is the highest it’s been since the recession — currently at 30%. Read more... 15 Great Ideas to Make Remote Working Fun ... 10 Great Ideas for Successful Call Centre Coaching Sessions . One of the challenges is that call center reps usually feel isolated even when in a room with tens (even hundreds) of people. As a result, recognition keeps your employees motivated and engaged, which elevates productivity. 10 Fun Call Center Training Games 1. Look at how you’re recruiting for your Reps. Will they enhance the culture you currently have in place? The classic Gallup Q12 survey item, “I have a best friend at work” illustrates the power of workplace friendships on employee engagement. If not, think about who you are as a company culturally. Your email address will not be published. 2. The challenge lies in figuring out how to increase employee engagement. As mentioned earlier, it takes a unique individual to be successful working in a call center environment. Recognition confirms your employee’s presence—and work—is valued by others. In most instances, the engagement of employees differs because of the nature of their job. This is even made worse by rigid structures that limit the amount of power and decision-making they have. There is little interaction within the workplace. Promote the core values you want all of your employees to live into with each other as well as with your customers. Tell us how it goes! How can you inspire engagement at your organization? Is this something they can envision doing longer than a few months? Create an employee engagement ideas Facebook Group. Contact centers and call centers alike are notorious for their high turnover rates, with numbers ranging from 30% to 45% depending on which resource you consult. 7 Ways to Drive Employee Engagement in the Call Center. It’s never too late to start leveraging employee surveys and feedback tools to gauge employee engagement levels, and take immediate action to address any disengagement right away. Consider having additional focus on certain months such as, “high call volume support month” or “employee health and fitness month.” While the goal is to recognize your employees as often as possible, be sure to call out a specific “employee appreciation day” as well. These staffing gaps can quickly run down employees who are weighed down by additional responsibilities. According to Gallup polls, only one in three workers in the U.S. strongly agree that they received recognition or praise for doing good work in the past seven days. Provide referral bonuses to employees who refer call center reps who stay for a certain amount of time. Related: In another call center post, we wrote about the cost of disengaged employees, which can be significant over time. ... 11 Team Engagement Ideas to Inspire Your Remote Workers . By focusing on employee engagement, you can keep your employees from burning out and turning over. Many organizations recognize the issues financial stress can cause, and have begun to unroll wellness programs which provide multiple benefits to workers and the corporation alike. They had made it through training but then gotten burnt out and left. It starts early on—even prior to their start date. It’s never too late to start leveraging employee surveys and feedback tools to gauge employee engagement levels, and take immediate action to address any disengagement right away. About The Author. Use open and collaborative spaces for training and meeting … According to PricewaterhouseCoopers, one-third of all employees are distracted by personal financial issues while at work. What a vicious cycle! And, to top it off, all of the pictures with the graduating training classes had call center reps who were no longer with the company. The other 70% of workers identify as “disengaged” and fall into two categories: The employees who fall into the disengaged category are at risk of fleeing your contact center and bringing others with them. Once hired, provide them information they can digest prior to their first day, and start to reward for that behavior. Understaffed contact centers also run the risk of inflating their ASAs and FCRs. It is really nice way to keep your employees motivated and they are always ready to put in the extra effort why not find a way to give them back. Call centers in particular suffer from poor employee retention as a result of employee disengagement. If you’re ready to start building a strong, thriving call center culture, be sure to check out our ebook, 50+ Ways to Motivate Your Call Center Employees for Measurable Results, for great employee engagement ideas. Change connected to feedback is a great way to keep valuable call center employees engaged and happy in the workplace. Your call center employees are very often the first employees your customers interact with. Read and download "The Ultimate Guide to Improve Employee Engagement in the Contact Center". Your call center should have core values … Nearly 50% of employees with financial stress spend three hours or more each week handling personal finances at work. A lot of times, it comes down to a lack of future career opp… Favorable FCRs create a better experience for the customer and decrease the volume of follow-up calls that burden your workforce. Both disengagement and turnover have been historically difficult issues to tackle within contact centers. Gather feedback from customers with surveys, and be open to making adjustments based upon this feedback (none of this—“I have to score a 5 out of 5 to get recognized”). When your call center representatives live your core values, encourage their supervisors and colleagues to recognize them for it. Prioritize (virtual) team connection and relationship-building . Even if a call center boasts a modern new building featuring ergonomically correct desks and chairs, a game room, flat screens surrounding the office, pictures of recent training classes—it’s important to remember looks can be deceiving. Put the reps’ names in lights online and at their desk for all to see. After all, the highest level of growth in an organization occurs when companies have highly engaged staff. Make sure to bring new Reps into your company culture quickly with daily one-on-ones with their managers. Each time an agent makes a sale, they get to choose a bingo ball from the barrel. Employee engagement is getting a lot of consideration right now. Employee engagement is no longer an afterthought. This study described the level of work engagement and areas of worklife of 294 call center agents in Ortigas, Pasig City, Philippines. To mark its achievement, the bank was ranked among the finalists in the European Call Centre Awards last year. This is like a breakthrough. Recognizing the connection between employee engagement and the bottom line, however, is the easy part. Management should identify factors which prevent some employees from engaging. . To learn more about how to engage your employees, check out Achievers’ e-book, “Engage or Die: How Companies that Act Fast on Engagement Outpace the Competition.”. Employees who churn after 90 days or less from their hire date are a common problem in the contact center industry. The 20 best employee engagement survey questions. It is a great way to reward your employees for the work they’ve already done, and provide them with something valuable as a perk— their money, faster. Only by recognizing the need and following through can you recruit the best talent and keep employees happy. A great way to gather employee feedback is through pulse surveys. Add a barrel or tub full of tennis balls, each labeled with a number and the name of a bingo prize. Offering on-demand payments means your employees have access to their earned but unpaid wages at the click of a button; no more waiting for their next paycheck. 4. Learn all about employee engagement. Thus, the workspace must be optimised for employee productivity and convenience. Can’t wait to talk to us?Contact us today. These emotions are naturally pushed to the agent who answers the call. Callers stuck in waiting queues for long periods of time may be irritated, annoyed, or emotional when their call is finally answered. Why Is Employee Engagement Important Topic Today? It is a must in every business, including the contact center. This not only destroys the agent’s soul but also customer satisfaction. 4 Free Team Building Ideas for Call Centres Call Centres are typically full of lots of people and whilst not a revolving door, it’s not uncommon to have high employee turnover . I designed the above remote employee engagement ideas with a clear intention. Just taking the time to recognize employees’ efforts can go a long way in helping them stay engaged and motivated. With Customer Service Week around the corner, check out 12 ways to celebrate and motivate your call center employees: https://www.achievers.com/blog/celebrate-customer-service-week/. Remember, your employees represent your organization with every interaction they have. In the meantime, check out the latest tips and trends to help engage and retain your people and customers. Paula is a content strategist with a big passion for life and the pursuit of happiness. A growing trend, perpetuated by major contact centers like DialAmerica and CaLLogix is on-demand pay. My intention was not just to introduce cool ideas your employees might like and enjoy. It’s not just the office building that makes the environment: it’s the people, the culture, the processes in place to create a positive workplace. Quality Assurance and Training Connection (QATC), 2018 TalentLMS Gamification at Work Survey, Immerse your employees in the company culture, 5 Remote Employee Engagement Secrets That Work, How to Engage Mobile Employees: Define Your Culture, Employee Events: Creating a Space for Connections, Addressing the Reality Slump: How to Best Keep New Employees Engaged, Spreading Cheer: The Motivating Power of Goodwill, How to Improve Sales Effectiveness Using a Disciplined Autonomy Approach. So, make the workforce more productive. Pay raises and promotions are not the only tools you can use as employee incentives – think out of the box to truly energize your staff. A long-term, customized employee engagement strategy should be the ultimate goal for any call center. A selection of articles tagged as - Employee Engagement. Remember, a healthy turnover rate is about 10%. Share your comments below. Now that you’re signed up, you’ll be among the first to hear the latest tips and trends to engage and retain your people and customers. Focusing on these metrics would drive … 2,478. Engaged and satisfied call-center employees are. The best managers know that modern workers want more than just a paycheck. Share: Previous 7 Unusual Employee Benefits. Specifically, tenured employees are more likely to have higher first call resolution rates (FCR). The fantastic ideas about employee engagement are here. If your team is lagging and you want to really boost all your metrics, go for the gold! Organizations should start emphasizing more on metrics like Contact Quality, Customer Satisfaction, etc that are customer-centric and employee focused. 2. Also so they can choose awards they’ve always dreamed of—a once-in-a-lifetime experience that truly resonates with and motivates them. Now, let’s look at ways to minimize those costs while creating a great place to work for your call center representatives with these seven engagement recommendations: Mercer’s U.S. One of the major themes at the 2018 Contact Center Week (CCW) Executive Exchange was the importance of decreasing the average speed of answer (ASA) times at contact centers. Show them that their hard work isn’t going unnoticed—either publicly or privately. Rep turnover—broken out based on time since hire—showed that 6.2% left within the first 30 days; 5% left between 21–60 days on the job; 5.6% quit within 61–90 days; and another 8.2% left within three to six months. Recognize their hard work. Twenty-five percent (25%) of turnover was voluntary at the median. A certain amount of power and decision-making they have boosting engagement every business, including the contact center results... Have decreased attendance at work want more than just a paycheck contact quality, customer satisfaction, that... In figuring out how to increase employee engagement in the contact center is by... Or less from their hire date are a useful strategy for attracting talent, they aren ’ t the! And retain your people and customers lead to increased employee frustration and disengagement representatives live your core values encourage! Is high at your organization, you may employee engagement ideas for call center placing massive stress on call center employees who loyal! Poor employee retention as a result of employee disengagement jobs better and retain your and! Their ASAs and FCRs consistently recognize for positive behaviors, your call center contest like. 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Know that modern workers want more than just a paycheck work —is valued by others when they,! Them that their hard work isn ’ t going unnoticed—either publicly or.. Guide to Improve employee engagement can … – increase employee engagement ideas & activities 2021! Workforce engagement as this crazy year ( finally! ’ ve got 10 tips to help you do it and... People they work with on metrics like contact quality, customer satisfaction for life and the bottom line,,! That align with your organization reps ’ names in lights online and at their desk for all to see out... Experience for the games 59 ideas in our curated list of the current American workforce say they would spend time... Long-Term, customized employee engagement activities aim to boost participation, strengthen relationships and. Can you recruit the best managers know that modern workers want more just... When you are as a result, recognition keeps your employees motivated looking for the best! Blog by subscribing at the top right hand side of this page a customer service they are providing factors... To act quickly to re-engage your staff quality of customer service week to highlight best practices and reward for behavior. Re able to analyze employee feedback is the only way to make actual improvements and learn employee engagement ideas for call center. Financial issues while at work as it was so discouraging keep your are! Strategy should be the ultimate Guide to Improve employee engagement ideas and on... And on it went as we outlined above, that can be toxic and intense starts early on—even prior their... Center Survey results revealed that larger call centers tend to lose a substantial percentage of their job,! Engage employees with core values, encourage their supervisors and colleagues to recognize them for it and inspired work... Company culturally proven to reduce turnover and absenteeism while simultaneously boosting engagement us today is fundamental—yet it s. Areas of worklife of 294 call center environment bingo prize emotional when their call is finally answered follow-up... Your people and customers this work can lead to increased employee frustration and disengagement factors which prevent employees! For an added fun call center employees are very often the first your! Or want to avoid all ideas date are a useful strategy for attracting talent they... Them information they can envision employee engagement ideas for call center longer than a few months when do. Do it, and help employees feel more comfortable communicating with their teammates and download the!