Workforce Management Featured Article
Why a Happy Workforce Means a Happy Customer Base
In conversations surrounding customer satisfaction, there is a lot of focus on what the customer needs to be happy. It’s an important focus, but it’s not the only focus if a company is to succeed. In fact, ignoring the happiness of the employees that can deliver on those customer expectations is a recipe for failure.
A recent blog posted by workforce management solutions provider, Monet Software, explored the importance of the happy employee, citing a significant study completed in 2005. The study was conducted by the SQM group, which found that for every 1 percent increase in employee satisfaction, there was a 2 percent increase in customer satisfaction.
Believe it or not, this statistic held true no matter whether the call center handled a high or low volume of calls, operated in the public or private sector and employed non-union or union workers. Human nature is consistent regardless of the type of environment. And, while variations may happen in the call center environment, focusing on a happy employee base can reap significant rewards.
Turning this assumption into a successful strategy is easier said than done, however. It takes focused planning, clear expectations and a robust workforce management solution. The latter can support focused planning and outlining clear expectations helps in selecting the right approach to managing the workforce.
Consider the agent base that has no standard approach to forecasting for call volume to schedule for specific shifts. The resulting schedule may produce times of day with too many or too few agents on the floor. An idle agent is a bored agent that drives down performance numbers. The overloaded agent is one that is likely having to handle too many frustrated customers due to long hold times.
Likewise, agents want to know what is expected of them and when. Without clearly outlined goals for performance and a consistent schedule, it’s more difficult to achieve success. Workforce management helps to achieve both, allowing call center managers to effectively communicate expectations and agents the opportunity to manage their activities in real-time.
A happy employee base does not have to rely on higher salaries a business cannot afford, or providing perks outside of the industry standard. The typical employee wants to be appreciated, provided the tools to succeed, access to clear expectations and motivated according to their personalities. Creating this kind of environment with the help of workforce management solutions can go a long way toward ensuring ultimate customer satisfaction.
Edited by Stefania Viscusi