Your team is the backbone of your call center. Engaging with your staff doesn’t end with hiring and training. Continuous involvement is crucial to your call center’s success by increasing productivity, efficiency, and employee satisfaction. Follow these tips to stay better connected with your employees.
Facilitate Frequent Communication
Whether your call center’s team is in-house, remote, or hybrid, communication is the cornerstone to staying connected. Hold meetings at least weekly to discuss progress on team goals, address areas of improvement, and acknowledge accomplishments. Always listen to your team’s opinions and concerns. If possible, hold video meetings instead of phone calls. In between meetings, make sure you are easily accessible through email, text, and phone calls.
Obtain Feedback
Understanding how employees feel is one of the best ways to stay engaged with your team. Often, team members are worried about giving honest feedback, especially if it is negative, for fear of retribution. Anonymous feedback such as surveys, polls, and questionnaires is a great way to gain insight into how your employees really feel.
Obtaining feedback is just half of the equation. Although it is unreasonable to think you can make everyone happy, it is vital to address all concerns and accommodate the ones you can. This will show your team that their opinions matter and instill a greater sense of trust with your staff.
Regular Employee Assessments
You should conduct one-on-one assessments with each team member at least once a year or more often if need be. During the conversation, discuss performance, progress in meeting goals, achievements, and areas of improvement. Give your employees a chance to address any questions or concerns they may have.
Set Milestones
Setting milestones for your call center’s goals make them more tangible. Identify dates you want each milestone reached, and then celebrate when your team succeeds. This will not only foster a sense of camaraderie but allow you to stay more connected with your staff.
Company Activities
Whether your team is in-house or remote, coordinating company activities and participating in them will help you and your staff stay more engaged. Activities you can try include:
- Team lunches
- Healthy company competitions
- Team building sessions
- Team workouts
- Collaboration sessions
All of these activities can be in-person or virtual, depending on your call center’s set up.
Start Off on the Right Foot
Hiring the right employees that fit your staffing needs and call center’s culture is the first step to creating and nurturing a top-notch team. Salem Solutions is well-versed in call-center staffing and able to tackle even the most complex hiring challenges. You have enough on your plate. Let us know your personnel needs and let the most trusted call center staffing specialists handle the rest. Request an employee today!
