ICMI's Customer Management Insight - December 2007 - (Page 40) EXPERT’S ANGLE often feel like they’ve hit the glass ceiling when they’ve acquired all the skills they need and, no matter what they do, there is no chance of promotion. This is where very open and honest communication comes into play. Make sure that you have the pulse on your group. Be aware of those agents who have been with the company for a long time. How do they feel? What do they think about the progress that they may have made? If they’re interested in a leadership role, how can you help them to develop for the next open spot? If supervisor positions or promotions are scarce in your company, then perhaps you can offer the opportunity to work on or lead a project. Senior-level agents want to be in a role where they can feel empowered and responsible. Consider delegating some of your managerial tasks to veteran agents to provide them with new challenges — ask them to run a team, represent a training session, create a contest, lead the team for a day, etc. tip agents in centerwide changes at the planning stage. Let them know that their feedback is valuable. Most of all, keep them informed. Communicate frequently and honestly — make sure that the news they hear comes from you, and not from rumors. Lack of Professionalism in the Work Environment Some employees are excessively comfortable in their work environment, which can make others feel ill at ease. Lack of professionalism can include the way that agents dress, how their individual work areas are decorated, or just a lack of courtesy in how they speak to and treat one another — any or all of which might cause some employees to look for a better work environment. Ask agents to emulate the same professional and courteous behavior that they use with callers with each other. Set internal customer service standards for the work environment and uphold them. Consistency is crucial in managing staff expectations regarding the work environment. Make sure your agents know the organization’s current status and strategy, leadership direction and reasons behind any recent or upcoming changes. If you keep your agents in the dark, they’ll start to assume, theorize and come up with their own conclusions. Your employees will not only be misled, they’ll also influence anyone who listens. tip M tip M Attrition It is ironic, but attrition creates attrition for two reasons: Agents get recruited by former coworkers or, worse, they leave because everyone else is leaving, which must mean that something is wrong with the company. Constant turnover has a negative impact on the agents who stay because of increased work loads. Work closely with your staff in trying to anticipate the changes that a fluctuating team might cause. Involve your Rumors About the Company’s Stability Most employees either know someone who has been laid off or have been through the experience themselves. When a company fails to communicate, makes too many unexplained changes or is undergoing a merger, employees will choose to leave rather than risk being let go. Even if the rumors are not true, by the time management catches wind of it, a good number of employees could easily be lost. The lack of communication sparks most rumors, so communicate as much information as possible. tip M icmi’s insight M M M Low Morale There are many factors that produce low morale in the call center: high call volume, lack of or poor leadership, high absenteeism, low pay and dealing with irate callers are just a few. Stress also comes from working in an environment where the supervisors and managers are always tense and focused on the numbers. Don’t let the stress and worries of your job filter down to your agents. Your main role is to encourage agents to do the best they can. Remember to praise your staff frequently and find ways to keep motivation levels high. tip Inadequate New-Hire Training In the rush to fill empty seats, many times, new agents are rushed through the training process and expected to produce results in a relatively short amount of time. Don’t set employees up to fail. Keep in mind that character over competence has the highest pay off in the long run. Candidates with the personality traits that you’re looking for, and who fit well within the culture of the call center, are worth the tip www.icmi.com | DECEMBER 2007 40 http://www.icmi.com
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