Call Center Scheduling Featured Article
How to Drive Agent Engagement, Retention
Some companies reward their top performers with trips to Disneyland or Hawaii. Others hand out giant bonuses. Recognizing and rewarding employees is a great way to engage, motivate, and retain great people.
But you don’t necessarily have to invest the big bucks to let employees know you appreciate them and their good work. You can show them everyday with a friendly greeting and, from time to time, in other small ways.
When you do that, you let workers know you’re paying attention to what they’re doing, and you value their work and their contributions as individuals. And that may prompt them to do their work with greater care, continue to perform at a top level, and feel a stronger bond with your organization.
This may be especially true in call center and contact center environments. And that’s important, considering working in these settings is typically a high-stress occupy and tends to have significant worker churn.
There are plenty of ways call center and contact center managers can bring more fun to work and drive better worker engagement. For example, they can occasionally provide food during breaks and give workers time to interact with one another. That can help foster an environment of teamwork and belonging.
Raffles are another fun way to build team spirit and reward workers.
Speaking of teams, sometimes it can be useful to segment workers into various teams and have them compete to meet company goals. That both drives teamwork and business results. And it can be a lot of fun in the process.
When individuals or teams meet or exceed goals, there are many ways companies can recognize that. Straightup cash is never the wrong answer. However, it’s not the only answer.
Call centers and contact centers can also provide top performances smaller benefits such as their choice of workspace, personalized giveaways, premium parking, and/or greater scheduling flexibility.
Edited by Maurice Nagle