Call centers have a reputation for workplaces that are unable to sustain their best people. That is why the British journal Call Centre Helper focused on possible ways to build loyalty among call center employees and reduce their turnover.
Keep motivation high
Regular courses in which the operators can refresh their knowledge and skills represent a proven motivational method. It is important for the employees to keep pace with changes and have a space to share their experience. A less formal daily motivation is Eequally important. Even small things like Employee of the Month can do a lot. Search for what will suit you the best. Educational and motivational packages should always be tailor-made to individual operators, their strengths and weaknesses. Same packages for all do not work.
Educate in modern technologies as well as personal interests
Today's call center operators must know how to work with modern communication platforms such as live online forums or social networks. Employers should provide sufficient support for learning these technologies. In addition, they should also take notice of what direction individual operators want to lead their personal development towards and support them for example in language learning or gaining new qualifications.
Provide the right technology
Right technology increases your credibility not only in the eyes of customers but also amonf the employees who work with them. Operators need easy access to information about products and customers. They also need to see and feel that the center is able to handle all customer calls with and provide good experience to customers.
Include informal management and career opportunities
Try to ease your management system so that it is less formal. Build an atmosphere of friendship and open communication. Bet on a pleasant and positive work environment that can offer support and understanding as well as opportunities for career development.
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