Call Center QA Featured Article
How 3rd Party Remote Call Monitoring Can Help Create a Positive Culture
In the call center environment, there is consistent talk regarding the importance of the customer experience. It often serves as the priority focus in training and coaching sessions, as the customer is the main source of revenue. What can’t be overlooked, however, is the benefit such a culture creates for the agent base.
A recent Destination CRM article highlighted this concept well, stressing the fringe benefit a culture of customer service can create for the typical agent. In fact, culture is now often a deciding factor when an agent is determining whether or not he or she wants to work for that particular company.
Creating an environment where employees want to work is a challenge, especially for the call center. The use of 3rd party remote call monitoring is often put in place to capture the conversation, attitude and response in any given interaction. If there is opportunity for improvement, this is the perfect place to identify it.
This type of monitoring is also essential for the measurement of success on the call. For instance, in a mentoring environment, a coach can use the recorded call to demonstrate what the agent did well and why the customer responded in such a positive manner. What employee wouldn’t relish the idea of that kind of positive feedback?
Infusing this type of feeling throughout the entire agent base is not easy in an industry where it’s common for employees to move around. Even if the organization is able to build the desired culture, an expansion and additional locations won’t guarantee an easy duplication. The first step toward the right culture is making it a priority.
The tips shared in the Destination CRM article are worth repeating for any organization seeking to make the creation of a positive culture a priority. How can these tips influence your culture?
Put people first – It’s easy to put the customer first in the call center environment, but that often ignores the importance of the agent. If the priority is placed on all people, every interaction is about the value each person brings to the table.
Make learning a priority – Younger employees especially want to know how they can do their job better than the day before. 3rd party remote call monitoring plays well here, especially when blended with effective learning tools.
Encourage downtime and creativity – While making every minute count is a reasonable expectation, sometimes those minutes should be spent on recharging and getting creative. The call center that provides spaces to do so will have happier and more productive agents.
Create a purpose – Providing just a job is not what forward thinking employees want. They want to be a part of something bigger, able to measure their impact and focus on the bigger picture.
At the end of the day, it does matter what kind of experience the customer receives when interacting with the call center. That experience is enhanced when agents are engaged and excited about what’s happening internally.
Edited by Blaise McNamee
