There is no doubt that call center agents have demanding jobs. From handling angry customers to answering many questions to following complicated processes, agents face no shortage of day-to-day challenges.
As a result, industry turnover rates are high. 30-45% of call center agents quit their jobs annually. Considering the cost of losing an employee can equal 1-2x their annual salary, contact centers need to keep their employees motivated, appreciated, and connected to their work. But how can call center managers to accomplish these goals?
One way is through the continuous pursuit of employee engagement.
Employee engagement is the emotional mindset that inspires employees to do their very best work. It is the thread that keeps invested agents performing at their highest levels. It is also the ticket to improving bottom lines, morale, and call center success. Therefore, call center managers must recognize employee performance and demonstrate their appreciation for agents.
Agents come and go. Absenteeism and turnover rates can be challenging. It is expensive, time-consuming, and exhausting to find new employees. It is vital to recognize call center agents and celebrate their hard work. While we focus on the numbers, there is also an increasing focus on the well-being and morale of agents.
Now that you understand the importance of recognizing employees, it’s time to put that knowledge into action. Here are seven unique ways to celebrate and recognize call center agents.
1-Develop a Rewards or Employee Recognition System.
An employee recognition system reflects investment in employees and focuses on perfecting the skills of employees instead of hiring new agents. It is also a great way to build a healthy, thriving culture. When you are creating an employee recognition program, make sure to take the following steps:
These reward programs can be used to celebrate individual agents or entire teams who worked on a specific project. Identifying performance goals and metrics will help you create an engagement program that employees love.
2-Treat Employees Outside the Office
Looking for an easy way to treat employees? Treat employees to an excursion outside the office. Offer to take the agent out for lunch or a coffee as a reward for a small win. This also gives an agent the chance to discuss other issues outside of the office environment.
A gesture can go a long way to increasing morale. And they do not have to be expensive. Recognize employee achievements with physical tokens like the following:
4- Encourage Peer Recognition
Similar to LinkedIn’s kudos program, give your team an easy way to recognize each other’s achievements. Try to use company social media platforms or leaderboards to encourage sharing and promotion. This could be as simple as an employee of the week program.
5-Personalize the Recognition
This is a great way to get to know your agents better. If you see an agent is a great reader, give them a gift card to their favorite bookstore. If they are a foodie, treat them to a meal at their favorite restaurant. Learning what they enjoy outside the office will help you personalize the recognition and make it even more meaningful.
6-Get Some Celebrity Shout-Outs
You may have seen Cameo take-off during times of COVID-19 lockdowns. These shout-outs make employee recognition even more special. Several other websites offer personalized messages from celebrities. They can be personalized messages for individuals or a pep talk for an entire team.
Who doesn’t enjoy a day off? Sometimes, a break from the office is the perfect way to inspire motivation. If you can, surprise staff with a midweek day out or a long weekend to say thank you for their hard work. You can either organize a company event, like a picnic or a trip to the fair or offer the time off. Either way, surprise time off is an appreciated gesture.
Incorporate Recognizing Staff into Your Routine
By making employee recognition a part of your routine, you will start to bake it into the organisation's culture. A positive, healthy work environment will be an everyday reality, and others will begin to get involved. Here are a few other tips to consider when recognizing and celebrating staff:
Recognizing your employees is a simple, vital way to improve workplace culture. As a quality assurance program, an employee recognition quality assurance program is a great way to encourage long-term change. Above all, positivity begets more positivity. Employee encouragement creates happy employees, which leads to more satisfied customers. It’s a win-win for everyone involved.