How to Improve Call Center Engagement
Is your call center suffering from a high turnover rate and disengaged clients? The call center as a whole is invariably plagued by the proverbial revolving door of representatives. Yet some contact centers, individually, manage to retain their top talent.
What separates the haves from the have-nots? TeleDirect’s business process outsourcing (BPO) services, including our top-end call center platform and multi-industry flexibility across the entire business continuum, can help to keep your client communications intact and engaged.
Here are some ways to reduce employee turnover and increase customer engagement with your call center:
- Invest in your workers. Onboarding is a critical time for new call center employees. With intensive training and pressing job demands, it’s critical to show that you’re “all in” with your new employees. Everything from team-building lunches to training rewards helps!
- Engage across different channels. From our own perspective, it helps to have a multi-channel communication strategy in place to engage clients. Along that line, teach & train your own staff to reach out to clients not just on the phone – try text messaging, emails, social media outlets & more.
- Recognize excellence. TeleDirect knows the value of highly-trained, professional call center agents. They’re the backbone of our inbound & outbound platform. For your own agents, ensure that you recognize & reward excellence on a regular basis.
- Standardize your customer service. It’s important for your employees to realize they’re part of a team, and everyone is working toward a common goal: increased client engagement and customer satisfaction. To this end, it helps to structure your client call protocols with core quality benchmarks and easily accessible mission statements. Establish your values, and results will come!
Staffing challenges shouldn’t keep your contact center grounded. TeleDirect’s outsourced live agent assistance can help re-engage your client base with a full range of business-boosting services. Give our customer service experts a call at (800) 776-1081, or complete our customer contact form and one of our associates will reach out with a plan to help meet & exceed your customer engagement needs. We look forward to hearing from you soon!