The Coaching Carousel Or 'How Do You Overcome Indifference In Your Call Center Employees'
Call Center Times, Monday, December 16th, 2024
In almost every instance where I get to talk to call center professionals, a variation of the same issue/question always comes up: 'How do I overcome the lack of energy and focus that comes with doing the same call / script / flow over and over. How do I keep my workforce energized and engaged?'
I refer to this as the 'indifference' question, and it has been a central component to any call-center experience I have been a part of. Weather it has been collections, sales, customer service or field support, the challenge has been the same. After an agent reaches a certain point(usually about 90-120 day mark) they have maximized what they learn about the job and will either become board, or at least not be as energized as they were in the beginning.
This is why retention and attrition numbers are always high in the call center industry and why it is so hard to maintain solid, engaged employees for the long haul. The goal in this article is discuss the symptoms of this issue and give solid, tangible steps you can take to improve or eliminate this issue.