While the happiness of the contact center consultants in your Contact Center is not the “whole” to achieve customer satisfaction, it is an indispensable part that will allow you to achieve your goals. And exceptional customer service requires proper management as well as great teamwork. And if any of those involved is not happy, it will be reflected immediately affecting everyone’s work, in this case, with the satisfaction of your customers.
1. What is the best way to make your Contact Center consultants happy?
Contact Centers are divided between the correct answer; however, if there is a preferred approach, it would be to empower your advisors to perform their duties better. Commonly, the most influential factors for the path to your happiness are:
- Better tools, technology, and desktops
- Better training and training, since both focus on performance
Why Contact Center Consultant Happiness matter?
The contact center consultants act as a pillar to have an attitude towards customer service, as well as soft skills. Still, not only that, but they also need the appropriate technological tools to put their skills into action, since without them they will not be able to perform their work correctly, and when they cannot function their job correctly, negative aspects such as frustration and unhappiness appear.
If you have a problem with the skills of your advisors or the tools of your Contact Center, you must start looking for solutions; The longer you let these types of issues influence your operation, the higher the impact, and the negative perception of your customers about the service you provide.
The flexibility of schedules and the base salary are the following most popular options; respectively, they reflect the “new world” and the “old world” when it comes to employee engagement. When addressing the issue of generational change within your staff, many experts associate the flexibility of schedules with millennials; This generation does not like repetitive or confinement. And the flexibility of programs avoids both, it breaks the monotony associated with the traditional role.
The base salary has represented the most conventional approach to compensation and happiness for Contact Center consultants in past generations. Although money is essential for all ages, it is the older generations who have a preference. For this first approach based on the base salary, rather than having other advantages, freedoms, opportunities, and incentives. Experts suggest that these individuals are more comfortable with the “transactional” work experience. And unlike the Millennial generation, if they can receive a bigger check for their effort, they will be happier.
2. Increase the happiness of your contact center consultants, free them to explore recreational activities in the workplace
Other options not so popular to boost the satisfaction of the advisors of your Contact Center. It includes the elimination of scripts, gamification and the quality of the workspace. Which represents a viable option to achieve the happiness of the advisors in some Contact Centers.
Better workspaces in the Contact Centers.
The design of the corporate workspace is often based on psychology; Brighter, more spacious and more comfortable environments improve mood. That may be true, but organizations still do not believe that the impact on the mood. Exceeds what the consultant can achieve and that these types of initiatives directly empower the consultant. To perform their work at the Contact Center better.
So consider some of the above alternatives to generate the happiness of the consultant in the Contact Center. It may not be enough at least without falling into extremes. For example, offering more freedom and incentives to the advisors paying little competitive salaries; or in the opposite case, competitive wages with few privileges, flexibility and several limitations. Ideally, find a balance, that suits and is appropriate to your current type of staff.
3. Actions to reduce and take into account to achieve the happiness of your advisors
• Lack of options to choose where and at what time to work.
The flexibility of schedules and the freedom that is given to the Contact Center consultants. Concerning the moment in which he works. Apparently it is more important that the advisor can choose where to carry out his work activities. And although this alternative is not very popular at the moment. It should be considered if it is possible to perform it in your operation. And the benefits that it could have on the happiness of your advisors. And especially the positive impact on the satisfaction of your clients.
• Use of metrics, without knowing their results in the medium and long term.
While the Contact Center consultants are concerned with improving their performance. They are not so worried about the performance that is most appropriate to provide the satisfaction of your clients. The consultant is sometimes pressed by quality times or standards, which are not. They allow you to attend appropriately. On some occasions, this can be frustrating and demotivating. An unmotivated or unhappy advisor will hardly give excellent attention. And this will be reflected in your service. In particular, you will have a bad attitude or disinterest for the client you are attending. This can be noticed especially by phone through your voice. Transmitting a negative image and making it difficult to interact with customers and prospects.
Does your Contact Center carry out any of these activities to generate happiness in your contact center consultants? Does your Contact Center have the ability to make changes that improve the work environment of your staff? If you are searching for the best contact center then, Coracc Technologies is here to help!