How Call Centers Build Happy Customers

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How Call Centers Build Happy Customers
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Introduction

• Employee turnover is a phenomenon that refers to
  employees leaving the company voluntarily or
  involuntarily.
• Replacing the existing employee, makes this a
  costly attrition for the employer. Call centers
  are well known for their high turnovers,
  particularly amongst the customer service
  representatives.
• With an estimated 40 percent turnover, call
  centers need to go beyond their traditional
  management systems and introduce their employees
  to the latest call center software.
• Maybe employee retention doesnt just mean
  offering a good package there should be several
  methods associated with effective employee
  retention, few of which are listed below

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Work culture and ownership

• Your employees are a wealth of knowledge and
  skills that can help your organization steer
  customer oriented activities.
• They represent your business and better
  understand the customer demands. Thus, it is
  significant for you to make the workplace
  harmonious and enjoyable for your staff.
• For instance You could improve your
  infrastructure by providing them discount codes,
  additional facilities, and good infrastructure.
• You could also offer them personal benefits such
  as flexibility in terms of work schedules,
  reasonably paid vacations and encourage them to
  communicate better.
• Most of all, youll need to make them a part of
  your organization and delegate ownership of a few
  campaigns.
• This will not only help the company gather
  customer insights but will also create a sense of
  belonging in the eyes of your employee.

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Hiring

• It all begins from the time you hire an employee.
  
• As a matter of fact, not everyone would love to
  work at your organization, so the trick is to
  find people who would like to.
• Hence, it is important to understand the work
  profile, skills and his/her cultural fitness in
  your organization.

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Training and empowering

• Based on the generational needs, employee age,
  decide which method would be best to train
  him/her.
• But remember! You should be able to inspire your
  employees and he/she shouldnt feel defeated
  after joining your company.
• Virtual call center solutions can help you get
  your employees off the phone and improve the
  process. More employee engagement, less turnover!

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Motivation

• If an employee is unable to foresight any
  development or career opportunities with the
  organization, he wouldnt think much before
  quitting.
• An ideal workplace would be one that helps the
  employee improve his skill-set and knowledge.
• Additionally, if the employee is performing well,
  the company could prepare him/her for the key
  roles or reward him.
• Having growth oriented KPIs provides long term
  goals, whereas, rewards provide short term goals.

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Agent Experience

• Organizations are commonly seen talking about
  being employee focused but they ultimately end up
  focusing on the metrics.
• This isnt a bad thing, of course! But an
  improvement could be made to the performance
  parameters.
• Instead of judging agents based on average call
  handled, handling time, etc. companies should
  judge agents based on the quality of the contact,
  customer satisfaction, etc.
• These parameters are more customer-centric and
  would boost the employee morale.

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Right tools

• If you had to keep your employee happy, how would
  you do it? Yes of course, now that you know
  employee engagement activities are your antidote,
  youll definitely choose that.
• But dont forget every coin has two sides.
  Employee engagement activities are to de-stress
  employees so they can work productively.
• The question here is, how will you help them
  boost their productivity and develop their
  skill-set? Giving them a chair, table, laptop and
  a net connection may not be enough.
• You need to show some management skills and get
  an effective call center solution that can be
  integrated with the day-to-day activities of your
  staff.
• This will let your employees handle various
  channels from one platform, letting them
  multitask. The recorded calls will let them
  identify improvements and additionally, they will
  be able to collaborate with colleagues in real
  time.

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Hold an exit interview
An employee can best describe the negatives of
your company while he leaves because he is no
longer committed to the company. You can take
advantage of this moment and ask him to suggest
an improvement or answer questions like what
could have made him stay? You can later use this
experience while hiring the next slot. Now that
weve looked at a few employee retention methods,
let me put it the other way for you and answer
the below questions with an example     How
does employee turnover matter?     Why focus on
employee retention?
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