GoResponse Telephone Answering Service Staff

Employee engagement strategies important for call centre productivity boost

performance level conceptual meterIt is essential for call centres to get their agents’ work practices optimised. Telephone answering services agents are the frontline of branding, and they deal with customer enquiries day in and day out. As a result, it is important for employees to be engaged and positive about their roles. For call centres that want to optimise engagement, productivity and profitability, it’s important to develop a dedicated strategy.

In 2012, Gallup’s international workplace study collated data from 1.4 million workers and found that productivity and employee engagement are intricately linked. When comparing the top quarter and bottom quarter of employee engagement, they discovered that customer ratings, profitability and productivity were 10 per cent, 22 per cent, and 21 per cent higher for top engagers respectively. This makes it clear that people engaged with their job excel in several areas.

The findings indicated there are three drivers when it comes to increasing employee engagement. For agents, these are feeling a sense of achievement, gaining recognition for their work, and being able to develop new skills and expertise. Overall, this goes to show that call centres should invest more money and time in their employees. Creating an environment where rewards are given for success and people understand the roles they are performing can help nurture a more productive workforce. In fact, a study by Forrester Research suggests that disengaged workers cost companies around the world £244bn every year, making the need for investment obvious.

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