The performance of the duties of a Contact Center agent can sometimes become desperate due to the large number of calls, complaints or claims. For all these reasons, organizational skills and stress management are highly valued by the Human Resources department in charge of incorporating new vacancies. However, in order to cope with a high volume of calls, it is necessary to follow some guidelines in order to relieve the pressure on the agent during certain work periods.
Motivation and incentives to prevent work-related stress in a Contact Center
To motivate call center agents, it is very important to provide 5 kpis in your telemarketing strategy them with the best tools so that they can perform their work optimally. In other words, we must facilitate their work day and the execution of their tasks.
Furthermore, when agents feel valued, their self-esteem increases, making them more productive and happy. That’s why it’s essential to let them know when they make a difference, congratulate them on a job well done, share company news internally, and celebrate collective achievements. And it’s also important to provide good incentives and rewards to keep the team engaged, happy, and satisfied.
Small details make a difference in organizations and make b to c database employees happier, have more appreciation and trust in management, and increase their loyalty to the company.
Aside from incentives, it is vital for managers to remember that their employees are involved in everything from complaints, compliments and concerns of each customer, and therefore it is advisable to ask employees for their opinion.
Having them also means having open communication , which makes it easier to mitigate conflicts and create an environment that leads the business to success, since it allows agents to understand their job function and how they bring notoriety to the company.
By having open communication, it will be easier for managers and supervisors to recognize that each agent’s work may only be a starting point at a certain point in their career and therefore offer them growth opportunities that they will value.
Tips to avoid stress in a Contact Center
1. Eliminate all irrelevant information for the agent
To help deal with a one-time (or seasonal) increase in incoming calls, some Contact Center managers pay special attention to their agents’ desktops and computers , in order to simplify any unnecessary information when dealing with the call. With this measure, agents only have to worry about receiving the calls, thus making them last as little time as possible.
2. Allow room for maneuver in objectives
It is important to avoid the agent constantly worrying about meeting the set objectives . Granting relative flexibility will make them work more comfortably and with greater motivation mobile number list On the contrary, feeling excessive pressure can have a rebound effect and cause your agents to become discouraged. Ultimately, customers are willing to wait a few more minutes if they know they will be provided with friendly, efficient and quality service.
3. Follow a schedule
It is essential that managers let their agents know when their workload will be the most intense. In a Contact Center , depending on the service provided and based on a call history, it is possible to predict the times of the year when there are peaks in work and take measures accordingly. Make sure that planning is correct, to avoid having to deal with a high number of calls and feeling overwhelmed.