Making employees feel valued should be an ongoing priority for any organization. But for contact center/call center agents, who are typically at the frontline in dealing with dissatisfied customers or complex customer service inquiries, it’s extremely important for what often feels like a thankless role. And agent satisfaction plays a key factor in the overall successful of the call center. People who feel appreciated are far more likely to be productive and happy in their role and as we all know, motivation and retention are crucial.
Showing your employees that they are appreciated doesn’t have to take much, but it can make all the difference when it comes to agent motivation within the call center.
Here are five easy ways to ensure them know you appreciate all their hard work.
1. Talk To The Call Center Agents
You may be their boss, but that’s no reason to act like you’re above your employees. Talking to your agents and engaging in some light-hearted conversation now and then can really make the difference between a kind, easy-going boss and an unapproachable grouch – and a little goes a long way.
2. Praise Them for Their Contributions
Which call center agent performed best this week? Send out a “star player” email each week. This will create a motivated and lightly competitive environment that encourages employees to be the one praised that week, while letting them know you’re noticing their successes.
3. Provide Clear Progression Opportunities within the Call Center
Your employees may feel unappreciated when they are working hard but can’t see their career heading in the right direction. Making sure to provide that direction will help them keep on track with their targets and ensure they know you believe in them.
4. Organize a Regular Social Event for Call Center Employees
You know your team best. Will croissants on a Monday morning motivate them for the week? Or how about beers on a Friday to look forward to after a long week? Alternatively, a bigger event such as a team dinner or an outing is great for team-building and relationships across the company.
5. Simply Say Thank You
The magic words. It does sound obvious, but this simple phrase goes a long way to let your employees know you appreciate their work. And while we’re at it, please is very valuable too!