Your employee morale, like everything else in your business, is either growing or dying. Make sure the line is going “up and to the right” with careful attention to team building.
Building your contact center team spirit isn’t easy, and it isn’t a one-time event. It takes dedication to each member of the team, meeting their needs and genuinely caring for their success. Your team can sense your sincerity and will respond to honest care and concern.
Are you ready to take your contact center to the next level? Start by implementing these six strategies.
Make sure each day starts off right for your entire team. Gather together before the phones open for twenty minutes. This is when you will share vital new information, help on recent customer concerns, and even a quick role playing exercise. Be upbeat and positive, sharing goals you recently met and where you would like to see continued improvement. This is your most important time of the day, when you give your team what it takes to be successful.
Stimulate their competitive spirit with some team competition. Divide your associates into two teams and let them compete on the metrics you most want to see improved that day, like wait time, sales, or customer satisfaction. Give the winning team a desirable reward like pizza for lunch the next day, first break times, or a traveling “trophy” of sorts. Make it fun and rewarding to be a winner with your team.
Don’t let your associates think you only care about the work they do for you nine to five. Have drinks on Thursday nights or dinner on Tuesdays together to relax and get to know one another. Celebrate a major achievement or goal you reached with a nicer dinner party.
Or coffee. But just bring it. A spontaneous display of gratitude for their hard work with lunch “on the boss” or breakfast pastries will put a smile on their face and demonstrate your loyalty to them.
Always be recognizing. Recognize great calls in your daily huddle. Recognize the team member of the week. Draw attention to great call handling and above-and-beyond service. Use team members as positive examples of the kind of service and support your company stands for. Post photos of recognized team members prominently and give tangible rewards for achievement. Make sure your team knows you notice their efforts.
Make sure you are the first one there at the team huddle, and that you’ve already greeted every team member before it begins. Be the last one to leave because you are busy thanking each associate for their hard work. Be the example of loyal dedication you want them to aspire to, and be the leader they can count on when they need it.
Show up in their lives, too. If you are invited to a wedding, baby shower, or baptism, attend. It is an honor to be invited into your associates’ lives, and take that privilege seriously by showing up. If a team member is sick or injured, be sure to not just send flowers, but visit to say you care.
KOVA cares about you and helping your business succeed. Call us today to find out how we can support you now.
