Call Recording Featured Article

One of the major problems facing any business today is employee turnover, and no place shows more evidence of that than in call centers. Ask anyone involved in the hiring process, and they’ll tell you that some centers have a nearly 100 percent turnover rate annually. It’s a costly, vexing problem for many, but it doesn’t have to be that way.

Rant & Rave (formerly known as Rapide) is one of the U.K.’s leading Customer Engagement specialists, and as such knows a little something about getting and keeping employees. Its multi-channel solutions let brands proactively communicate with and listen to what it calls the “Voice of the Customer” to manage and measure the Customer Experience. By providing solutions which are customer centric, Rant & Rave helps its clients to transform Ranters into Ravers into advocates.

In order to share some of its insights, R&R recently issued a list of what it titled “6 Top Tips for Engaging Employees in the Contact Center.” They include:

Keep them in the Know: “Whether you’ve got a big announcement, an upcoming competition or need to let them know the details of a recent incident, use a proactive communication solution to give your agents all the information they need in real-time,” R&R suggests.

Share Praise: This should be an obvious one. “When capturing the Voice of the Customer, make sure that both positive and negative feedback is shared with the team, so they can see where their strengths lie and any areas they may need to improve on.”

Relieve the Pressure: “By proactively sending customers the information they need, you can ensure that your agents are focused on making high-value calls and delivering exceptional customer service,” R&R says.

Know the Difference: Use technology that’s smart enough to analyze customer feedback and distinguish where the real problem lies, so that you can make tactical changes and keep your agents motivated.

Listen to Them as Well: “Capture [agents’] feedback, acknowledge them and use their comments to continually improve your contact center.

‘Gamify’ the Experience: “No one wants work to be a chore,” R&R says. “That’s why many Contact Centers are now exploring Gamification to make the daily life of their Agents more exciting and engaging.”

In short, treat your employees as you’d like to be treated. The payoff could well be a motivated, loyal staff. And who wouldn’t want that?