Magazine article CRM Magazine

Do Your Call Center Agents Think They Have a Good Job? Engaged Workers Will Feel Connected to the Bigger Picture

Magazine article CRM Magazine

Do Your Call Center Agents Think They Have a Good Job? Engaged Workers Will Feel Connected to the Bigger Picture

Article excerpt

WHO APPLIES for a job, hoping its a bad one? No one reports to work looking for a hassle every day, but sometimes that's what agents in your contact center get.

Research shows that only 4 percent of dissatisfied customers complain. Assuming, then, that 96 percent of displeased customers have dropped out of the game, the 4 percent who press on obviously feel motivated to voice their complaint. Potentially, every caller phoning your contact center could be someone having a "moment," so what if your job consisted of taking calls from people having theirs? It can wear down your self-esteem and cause you to second-guess your own abilities. If that's the job, it probably doesn't feel like a great one.

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A call center is only as good as the people in it; no process or technology can overcome disengaged employees. You can have a good idea, an effective system, or great technology in place, but if employees don't see how their efforts affect the success of the operation, it's difficult for them to be engaged.

These days, you hear the buzzword "engagement" a lot. What does it mean? How does engagement affect your workplace culture?

As the Gallup Organization defines it, engaged employees are "involved in, enthusiastic about and committed to their work and workplace." Research by Evolve Performance Group shows that fully engaged employees are 40 times more likely than disengaged employees to recommend their company, 15.5 times more likely to spend their career there, and 4.5 times more likely to recommend the company's products and services.

Among the strongest drivers of employee engagement are (1) recognition for high performers, (2) a clear understanding of how one's job contributes to company strategy, and (3) a path linking one's performance to greater pay or opportunity. According to Gallup, only 31.5 percent of U.S. employees are engaged. That's nearly 70 percent who don't feel they're valued and don't see how their effort is tied to company goals.

It's difficult to try to do a good job every day if you don't believe what you're doing is connected to overall corporate strategy. Call center agents in particular might wonder how their conversations with customers feed into company goals. …

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