The frontline staff of contact centers need to connect with customers in a way that meets goals to improve customer satisfaction, create new business, retain customers, and improve brand value.
For agents to deliver the expected levels of service they first must be engaged within their role. Employee engagement is a key measure of how motivated people are to put in extra effort for their organization and how committed they are to staying there.
So how can organizations improve call center agent motivation, and how does QA contribute to this?
Create the right environment for your agents by helping them drive their own progress with visibility of performance, meaningful feedback and an active part in the QA process. Encourage self-direction, and inner drive and increase motivation leading to higher job satisfaction and better performance.
Don’t keep your agents in the dark
Your agents will no longer have to guess how they are performing. Give agents real visibility of quality scores, top & bottom-performing line items, previous coaching sessions, and feedback. Agents can now see how they are improving month on month against specific KPIs and where they rank on leaderboards within their team motivating them to exceed targets.
Share Feedback in the Moment
Encouraging employees to interact with feedback is a key aspect of motivation and management. Celebrate positive interactions and give constructive feedback in real-time directly from the platform and avoid waiting till a scheduled 1-1 to overwhelm agents with a backload of information. Agents can acknowledge, respond, and even query scores for greater clarity.
Keep agents moving forward
With everything stored in one place, it’s easy to avoid agents becoming complacent in their work and keep them on track. Every One-to-One is actionable with prompts, all actions are captured with agreed due-dates ready to be reviewed in the next session. Agents can now stay focused with a manageable and clear path to follow that can be referred to at any time, encouraging them to make improvements to their own performance.
Create a learning and skills development culture, with opportunities for meaningful growth to increase learner engagement by giving agents the tools to interact consistently with coaching. Encourage agents to become willing and seek ways to improve by providing the means to self-learn, addressing knowledge gaps and carrying out frequent training
Drive consistent ongoing coaching
In a contact center, a lot of the work agents do becomes repetitive, making it difficult for agents to know if they are improving or growing. Use guided workflows and a library of templates to drive consistent coaching to ensure agents are set up for success and have the guidance they need to improve.
Encourage Independent Learning
With an integrated LMS tool agents are not limited to only organized training sessions to learn and improve skills. Having a course library readily available for agents to access at any time to self-enroll encourages agents to take responsibility for their own self-development. EvaluAgent’s user-friendly interface keeps things interactive and engaging with points, badges, and leaderboards.
Address Knowledge Gaps Instantly
Automatically enroll agents on specific lessons or courses based on QA & line-item performance. By automating lessons to be assigned to agents when they fail or score poorly in specific areas, quality issues can be addressed before they develop further. One-to-Ones and actions can also be assigned directly from the scorecard you’re marking so agents have visibility of the topics that need to be covered and coaching conversations become much more focused on development opportunities.
Often, employees become disengaged and demotivated if they don’t understand the purpose of the goals they are working toward. It’s important for contact centers to help agents see value in their personal contribution to the company’s overall success giving them a stronger sense of purpose and motivation to tackle challenges and care about the outcome.
Give agents visibility of goals
If agents lack visibility of KPI’s and where they rank against these criteria, it can be difficult to keep them focused on improving if they don’t see the value. EvaluAgent’s dashboard covers a range of key metrics including pass rates, quality scores, performance trends and top & bottom-performing line items and shows if they are on or under target.
The Insights report also highlights strengths, development opportunities and where they rank on the team as well as month-on-month progression. Let agents see their personal achievements and recognition for performance to inspire them to meet organization goals.
Instil the vison from onboarding
Everyone in the contact center needs to understand the organizations vision, how their work fits into the bigger picture and why it’s important. In a busy environment, with a constant flow of new employees, it’s difficult to pull resource to drive these sessions.
Utilize an eLearning platform to create engaging content without putting pressure on employees and show agents the purpose of their role and how it contributes to the company’s goal from the hiring stage
Recognize and celebrate the positives
Feedback is not only valuable for constructive criticism, but also important to recognize the achievements and positive behavior, after all employee happiness and job satisfaction are key to motivation. Send quality & general feedback anytime from the platform to praise outstanding performance.
Agents can also earn points, badges, certificates and move up the leaderboard when engaging with eLearning. Encourage a culture of appreciation easily and celebrate the wins to increase employee satisfaction.
What’s it like to use EvaluAgent and help your agents Flourish? Come and take a tour and see for yourself.