From Brian's Desk

Contact Center Excellence – Stand Out From The Crowd

Employee Engagement Improvement Step 7

You made it!  This is the last step, step 7.  This step is the final one, but no less important than the others.  It basically is – give your employees the tools they need to do their jobs.  This includes the break area(s), eating room(s), and training facilities, and it also means workarea and technology.

Call centers, especially where agents work non-traditional shifts or hours, need to have the proper facilities for the agents.  Break areas with comfortable seating, industry and recreational reading material, and snack/drink vending machines at the very least.  Room designated for eating, with refrigerators, microwave ovens, and food-oriented vending machines is needed.   Get input from your employees, better yet have them form a working group, give them a budget, and have them design the space and get approval from their peers.

Training and bullpen (post-training but not yet ready to take calls without assistance or supervision) facilities need to be designed for optimal learning.  The same technology available on the floor should be available in the training and bullpen areas.  Have your training team work on the design for the areas, and get employee input and management approval.

Agents workarea should be designed so as to foster line-of-sight across the call center, or at least a team within the call center.  I still see too many call centers with agents in high-wall cubicles, which foster neither adequate supervision or role-modeling with your best agents.  The workarea should be large enough so the agent is comfortable and able to hear and speak without distraction.  Headphones are good, wireless headphones are great.  Many centers ‘stack’ workareas, in other words the workarea is shared among agents across shifts.  If this is the case, ensure adequate, lockable storage for personal items.

Having the largest impact on employee engagement is the technology they are provided.  One of the easiest ways to damage employee engagement is to give the employee a list of metrics and targets to hit, so that their raises, promotions and rewards are tied to their ability to hit the targets consistently, and then provide technology that does not allow them to hit the targets.  The technology simply must support the agents and their ability to be efficient and provide quality results.  I still see too many call centers where the agents have two monitors on their desktop.  This may simply be a practical or security consideration in a BPO call center, but for non-BPO centers, there is simply too much complexity as the agent needs to access too many applications, constantly switch between them copying and pasting data.  You should seriously consider agent desktop unification to hide some or all of the complexity.  I cover this in more detail in another post (https://brianjflagg.wordpress.com/2013/10/02/complexity-the-devil-in-the-call-center/).  Having the right tools also means having a robust knowledgebase and guided workflows, and having access to the same technology or applications your customer is using.

Typically, right behind benefits as a perennial dissatisfier on the company annual survey is working environment.  Putting a call center in an office setting with high-wall cubicles, inadequate break rooms and eating areas, and with technology that does not help the agents achieve their numbers is a sure recipe for poor employee engagement.

This is the final step in the 7 step approach to improving employee engagement.  Bear in mind that these steps are not all serial.  The first 3 should be done in order, but the next 4 should not be done in isolation in a serial manner.  Do them in parallel.  So, what re you waiting for? Get started!  Know that help is available: http://flaggandassociates.com

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