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In contact centers where managers embraced the concept of positive coaching, morale is at a all time high, contact center agents are more engaged and show more enthusiasm and are more likely to succeed on their day to day tasks. Work becomes a great experience for your staff, you can literally feel the positive energy “crackling” in the air.
But if coaching sessions are negative or virtually non-existent, team morale will plummet and agents will become disconnected, absent minded and bored. This will result in lower quality of service as well as higher attrition rates.
Coaching is essential.
High productivity and decent bottom-line results are not impossible in an environment where morale is low, but it is highly unlikely. As a coach, you need to remember that if you provide a better working experience for your contact center agents, they will become more engaged and enthusiastic, and thus the customer experience will reflect that.
As a manager, you are responsible for your employees, you need to care for them – trust us, it’s the right thing to do. But if you believe that altruism has no place in the business world maybe those couple points will show you why coaching is so essential:
Positive coaching will lead to high morale among your contact center agents, thus providing these long term benefits:
- Increased job satisfaction
- Higher productivity
- Lower attrition rates
- Higher customer satisfaction
- Increased customer loyalty
Don’t fall into a trap.
Don’t ever make the assumption that the correct path to high morale is providing contact center agents with what they vocal majority of them want. Take a look back at your own career path and think back, what did you want as a “grunt” employee? Better pay, more “spare” time for non work related shenanigans and less work relates tasks – that sounds like the fastest path to minimalism.
If you want your employees to thrive, create a dynamic and positive environment, provide opportunities for self development. Continuous learning will lead to constant improvements on multiple levels – knowledge is power, especially in the dynamic world of multi-lingual contact centers.
Make it happen.
First and foremost, as the manager you need to embrace the idea that coaching is the #1 job you are responsible for. Then, cultivate and spread the idea of positive coaching among your staff – all of them, no exception. Open communication and active participations should be encouraged, make agents aware that despite not being decision makers their input is highly valued and everyone can make a difference. Make them a part of “The Grand Plan”.
Creating this kind of positive environment is no easy task, but it goes a long way.
…so don’t get discouraged.
Every company has some of those “just get by” people and nothing will change that, no matter what you as the manager do to inspire and motivate them. Morale of the whole contact center can be in danger, so when the time to act comes be firm. Issue out warnings to those contact center agents with attitude problems and if that doesn’t help it’s best to terminate “get by-ers” on the spot.