BPA Featured Article

Better Management Drives Employee Engagement

By Stefania Viscusi, Assignment Desk, Content Management
October 04, 2016

Managers play a key role in the success of any business. These workers understand what those on the executive level are expecting and are more closely in touch with others below this level to ensure wishes are being met. But managers must understand that getting to the end goal takes a lot of skills and understanding. After all, having a staff that respects and enjoys working with you will truly make a difference in the end.

Unmotivated employees who feel ignored or abandoned by their managers will work less toward goals and find ways to even skip important steps just to make their jobs easier and with little care to what this could do to the overall goal.

In the call center, this can be detrimental to a business and the bottom line. Poor employee performance reflects in customer care. And upset customers turn into no customers. It doesn’t get worse than that.

By focusing on improving management, call centers can drive employee engagement and help achieve success.

A recent customer service blog from Vocalcom looks more closely at seven drivers of employee engagement in the contact center and why they are necessary to win.

The first thing managers should do is get to know the staff. What skills they are best at, how they can be used to staff the call center with the appropriate agents handling the appropriate channels. This is vital information for delivering better care and for putting agents in roles they feel most confident in. Clear communications between agents and managers and a chance to take feedback and enforce use of tools for optimization are also important.

There is also the importance of teamwork that goes into any successful operation. If call center agents feel like they are part of a larger team working toward the end goal, chances are they are going to help the brand deliver the best possible results. 

Edited by Alicia Young