A few short years ago, if you asked C-level leaders which key performance indicators (KPIs) determine whether a contact centre is operating efficiently and effectively or not, most would list service levels and customer satisfaction. Some would even mention first contact resolution. Of course, these are important indicators, since the contact centre is often an organisation’s frontline relationship and access to customers. Which brings us to an equally important metric and KPI: employee turnover.
Recent SQM Group research shows that 47% of managers feel their biggest barrier to operating a contact centre effectively and efficiently is high agent turnover and absenteeism.
High staff churn rates in contact centers are driven by the repetitive and stressful nature of the work, which often involves handling customer complaints and support issues for long hours. The highly regulated and closely monitored work environment, with performance tracked through various metrics, creates a high-pressure atmosphere. Additionally, the challenging work-life balance, with irregular hours including night shifts and weekends, further contributes to employee frustration and turnover.
Delivering excellent customer service through happy contact centre employees
By their very nature, contact centres are critical for customer service, and challenging to work in. Creating and maintaining resilient customer service teams in a contact centre environment requires a multifaceted approach that addresses employee well-being, development, and operational efficiency. Here are seven robust and in-depth strategies to achieve this:
- Invest in comprehensive training and development programs
Providing thorough initial training and continuous development opportunities is crucial for building a resilient team. Training should cover not only product knowledge and technical skills but also soft skills such as communication, problem-solving, and emotional intelligence. Ongoing training can help employees adapt to new tools, technologies, and processes, keeping them engaged and adequately skilled-up. Development programs should include clear pathways for career advancement, which can motivate employees and reduce turnover.
- Foster a positive and supportive work culture
A positive work environment where employees feel valued and supported can significantly enhance resilience. Encourage open communication, recognise and reward achievements, and create opportunities for team bonding. Implement regular feedback mechanisms where employees can voice their concerns and suggestions. Addressing these concerns promptly can positively enhance engagement and promote a sense of belonging and loyalty to the organisation.
- Implement flexible work arrangements
Offering flexible or hybrid remote work options where possible and enabled by secure working and security protocols and or flexible hours, can assist employees manage their work-life balance in a way that works for them and the organisation. Flexibility can assist in managing stress and burnout, making employees more resilient to changing demands and challenges.
- Utilise advanced technology and automation
Integrate advanced technology and automation to streamline routine tasks, allowing employees to focus on more complex and engaging interactions. Use AI-driven tools for initial customer inquiries, data entry, and other repetitive tasks, improving efficiency. Regularly update and maintain these technologies to ensure they are reliable, meet customer needs and user-friendly.
- Prioritise employee well-being
Promoting physical and mental well-being is essential for a resilient workforce. Provide access to wellness programs, mental health resources, and stress management workshops. Encourage regular breaks and ensure that workloads are manageable. Creating a supportive environment where employees feel comfortable discussing their well-being, leading to proactive management of potential issues before they escalate.
- Develop strong leadership
Effective leadership is critical in guiding and supporting customer service teams. Leaders should be trained to manage teams empathetically and adaptively, recognising the unique challenges of contact centre work. They should be approachable, provide clear direction, and be adept at conflict resolution. Leadership development programs can ensure that managers are equipped to inspire and sustain a resilient workforce.
- Continuously monitor and adapt
The contact centre environment is dynamic, with changing customer expectations and technological advancements. Continuously monitor key performance indicators, employee feedback, and industry trends to stay ahead of challenges. Be prepared to adapt processes, policies, and strategies in response to these insights. Encourage a culture of innovation where employees feel empowered to contribute ideas for improvement and adaptation.
The Telvuka difference
Effectively running a successful contact centre that builds a brand’s reputation, delivers exceptional customer service and provides a healthy and happy workplace for employees is complex. If it’s not the core of your business, it makes sense it outsource it. Telvuka’s BPO services provide comprehensive customer support through various channels, including phone, email, and chat, offering human assistance. Additionally, we work closely with our clients to implement robust self-help content, cutting-edge self-service tools, and automated resolution systems.
