Call Center Stress and Customer Experience: How to Help Employees Thrive

Call Center Stress and Customer Experience: How to Help Employees Thrive

To help call center employees thrive, first, you must understand their unique situation. Naturally, agents are in stressful situations daily. Customers who call in are not doing so to rave about your organization. At the very least, they are frustrated and sometimes downright angry about an issue revolving around products and services. Other internal sources of stress include:

  • Uncertainty about job duties
  • Lack of high-quality equipment
  • Micromanagement
  • Few or no incentives
  • Low pay

When call center agents are not thriving, your call center suffers from poor performance, decreased efficiency, and a high employee turnover rate. Follow these tips to help employees succeed!

How To Help Call Center Employees Succeed

Set Goals

Achieving goals is not only good for the call center but is excellent for employee morale. It instills a sense of accomplishment and success which increases productivity. Keep in mind the following when setting goals:

  • Attainable – Each goal should be attainable. Break significant goals into smaller chunks to make them more realistic. If they are unrealistic or seem unattainable, employees will not be motivated.
  • Measurable – There is no way to know if goals have been achieved if they cannot be measured. Make sure each objective can be accurately quantified.

Setting realistic goals helps to ensure that all team members are on the same page and headed in the right direction.

Create a Comfortable Atmosphere

Many people think of call centers as cold and sterile environments with a pace akin to the trading floor of the stock market. This does not paint the picture of a welcoming workplace. Instead, make your call center a comfortable atmosphere with these tips:

  • Include warm colors as opposed to stark white
  • Ensure plenty of room between workstations
  • Provide a relaxing break room complete with a coffee and a snack bar, furniture, etc.

Employees who feel comfortable are more likely to perform better at their jobs. As a bonus, allow call agents to personalize their workstations if feasible. Having photographs of their loved ones or pictures of calming scenery can elevate their mood and keep stress levels down.

Supply High-Quality Equipment

Imagine talking daily to callers over a poor-quality headset that crackles and fades in and out or working with a computer that constantly freezes. This is stressful for both agents and customers and can quickly escalate an already tense situation. Not to mention, equipment failure decreases the efficiency and productivity of your call center. In addition, consider offering options for different types of desks. Some people prefer to sit down for the entire shift and are okay with a traditional desk. Other agents will prefer a taller desk that allows them to both sit and stand.

It is worth investing in high-quality equipment that makes your agents’ jobs easier. Another piece of advice is to use a single, centralized app that makes it easy to access customer records.

Motivate with Rewards

One of the most powerful motivators apart from salary are rewards. It is crucial that employees feel appreciated and know their value. Here are a few ways to show your employees they are a valuable part of the team:

  • Celebrate the completion of company goals
  • Hold friendly competitions with highly sought-after rewards such as paid time off, gift cards, etc.
  • Organize fun activities that foster camaraderie and increase morale

Find out what fun treats and activities motivate your team and implement them. Happy employees are employees who will stick with you for the long haul.

Keep the Lines of Communication Open

Nobody likes to be kept in the dark, including your employees. Good communication increases employee engagement, productivity, and efficiency. Furthermore, your call center is more likely to experience a lower turnover rate.

Do not keep company news to yourself. Share it with your employees unless it is meant to be top-secret, of course. To ensure everyone is kept in the loop, have a plan in place. For instance, weekly or monthly meetings or a newsletter.

Offer Advancement Opportunities

The ability to advance in a job is a huge factor in motivating call agents. Provide opportunities for growth within in your company. However, it is not just enough for these opportunities to be mystical unicorns that everyone has heard about but no one has seen.

Instead, clearly lay out what is expected of employees. So they know how to take their careers to the next level. This may include things such as:

  • Diligence
  • Responsibility
  • Punctuality
  • Ability to multi-task
  • In-depth knowledge of the company
  • Excellent customer service skills
  • Displaying a high degree of efficiency
  • Receiving specific certifications

Ask for Feedback

Your agents know best which processes are working and areas of needed improvement. Routinely ask for feedback. Keep in mind that anonymous feedback tends to be the most honest because employees do not fear retribution for speaking their minds. Anonymous digital polls and surveys are a great way to accomplish this goal.

Obtaining feedback is not enough. You must act on it. Employees will stop giving quality feedback if they feel it isn’t taken seriously. Address every concern. Even if you can’t provide the solution asked for, get as close as you can, and explain why you can’t. Your employees’ feelings will be validated, and call center processes improved.

The First Step Matters

Good employees don’t just stick around. You have to work hard to keep them. The above tips will help agents thrive in call centers. One of the best ways to ensure employees thrive is to hire candidates who are a good match in the first place.

Need Help Hiring Great Call Center Employees? Salem Solutions Can Help!

Hiring is a time-consuming process, and cutting corners will leave you with subpar employees and high turnover rates. Seeking the services of the nation’s leading call center staffing agency frees up your time to focus on running your call center. Additionally, it ensures you receive only the highest-quality hires. Salem Solutions handles all of the legwork for you and presents you with only the most qualified applicants. Contact us today and see the difference we can make!

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