Top 8 Ways to Improve Morale at Your Call Center

Dealing with customers on a daily basis can take a toll on even the most experienced call center representative. If your employees’ morale starts to slip, this may reveal itself in the way they deal with customers, which in turn may just end up costing you business.

3C Contact Services, the leading provider of third-party contact center solutions, tells their partners that there are ways they can improve morale at their call centers, should they find that it is starting to slip. While it is inevitable that your employees are going to have to deal with difficult customers, there are steps that you can take to keep morale high;

1.      Create a Purpose: Make your representatives’ jobs meaningful. Tell them they are providing the customers with a much-needed service that is very important to them.

2.      Connect With Customers: Make sure that your staff knows who the customers are and just how the work they do benefits them. Whether it’s providing financial advice or support for the product, let your team know that the work they are doing is needed and important.

3.      Use Proper Job Titles: If your employees have a formal-sounding job title, they are far more likely to take much more pride in their work.

4.      Provide The Right Tools: Your employees can’t provide the best customer service if they don’t have the best equipment and a comfortable work environment. If you provide your employees with reliable computers and phones, as well as a pleasant office environment, you’ll see your morale improve considerably.

5.      Allow For Some Leeway: While you don’t want your call center reps to completely abandon any guidelines you have in place for working with customers, you can also show trust by allowing them to handle customers as they see fit.

6.      Involve Your Staff in the Improvement Process: Give your staff problems to fix and think about how they can best organize themselves. Also look for ways to engage them in redesigning their workflow.

7.      Improve the System: You may just find that circumstances beyond your representatives’ control are causing their morale and performance to slip. Listen to your employees’ complaints about the system you have in place and then take steps to improve it.

8.      Offer Thanks & Praise: While a paycheque, benefits, and regular raises are great motivators, getting a thank you from the boss regularly helps greatly with inspiring your employees. 

Implementing these ideas will go a long way towards improving morale at your call center. 3C Contact Services concludes that you must realize that your employees deal with a lot on a daily basis and showing that their hard work is appreciated will lead to better service for your customers and improved performance from your call center representatives.