How to Boost Call Centre Employees' Efficiency
Most call centre managers utilise standard methods to motivate employees and achieve their objectives (such as bonuses, allowances, and benefits). However, if you're genuinely keen on growing your company, you should explore new approaches to enhance operators' productivity.
Here are 5 intriguing ideas that will assist you in increasing your call centre employees' efficiency by at least 10%.
1. 15-minute vouchers
Are there any operators who would turn down the opportunity to finish work 15 minutes early without losing pay?
Many call centres aim to encourage their employees with various bonuses (such as sweet treats or movie tickets). Nevertheless, in every company, there will be staff who don't enjoy sweets and prefer the theatre. But nearly everyone wishes to leave work early!
15-minute vouchers for the top-performing call centre employees can be an excellent motivator for better work. This solution allows you to encourage nearly any operator.
2. Collecting acknowledgements
Many call centre operators resent that while all customer complaints are logged, formalised, and forwarded to management, compliments and appreciation often go unrecorded.
Meanwhile, gathering and sharing feedback from grateful customers can significantly boost the motivation of call centre employees. Try distributing last week's recorded thank you messages weekly to the operators who received them.
This provides a fantastic opportunity for all other employees to understand the significance of their work. And staff who receive gratitude will feel valued by the company.
3. Call of the month
The toughest calls from the most demanding clients shouldn't be overlooked, either.
It's beneficial if your call centre engages in call record analysis regularly. This way, you can efficiently select the call of the month by gathering feedback from managers and supervisors.
Once you've identified an exemplary instance of a particularly challenging or stressful situation that occurred during a call, you can identify the most effective behavioural strategies for those situations. Such an analysis can serve not only as recognition for the operator-hero of the call but also as an additional motivation for employees who handle such calls successfully.
4. Daytime vitality
It's no secret that between the afternoon and the end of the working day, a significant dip in workers' productivity often occurs. But here's a quick and easy way to prevent this!
Consider asking your call centre employees to stand up, rather than sit down, for an hour after lunch! This approach prevents a drop in activity and makes operators' voices sound more energetic and engaging.
Of course, such an innovation should be implemented only voluntarily. Moreover, workers with disabilities or back problems, etc., should be warned of potential health issues.
5. Schedule flexibility
A constant challenge for call centre managers is ensuring enough employees are available for a given project. A shortage of operators significantly impacts the working conditions of the entire team and naturally reduces productivity.
A competent manager always strives to be accommodating to the requests of employees who need to adjust their schedules. For instance, many parents will want to take leave during school holidays, and students will want time off during a college exam period.
Only a well-designed scheduling tool allows you to create a call centre timetable that meets all employees' needs. This will aid management in achieving its goals and bring financial benefits to the company in the long run.
How do you consider each employee's personal issues while simultaneously complying with all labour law requirements? We've got a solution!
Conclusion
The Shifton online service will assist you in quickly and efficiently creating and editing the company's work schedule and employee rosters using convenient templates, as well as confirming requests for leave or sick leave with a single click. Additionally, operators can swap shifts independently, reducing the burden on call centre managers.
If you're not using Shifton for your business yet, now's the time to start! Register and try all the features of the online application for free throughout the entire trial period!
Daria Olieshko
A personal blog created for those who are looking for proven practices.
