{"id":9119,"date":"2021-05-26T16:49:30","date_gmt":"2021-05-26T15:49:30","guid":{"rendered":"\/gb\/en\/blog\/?p=9119"},"modified":"2023-01-16T17:30:58","modified_gmt":"2023-01-16T17:30:58","slug":"part-11-call-centre-trends-team-building-employee-satisfaction","status":"publish","type":"post","link":"\/gb\/en\/blog\/part-11-call-centre-trends-team-building-employee-satisfaction\/","title":{"rendered":"Part 11: Call Centre Trends: Team Building & Employee Satisfaction"},"content":{"rendered":"

In the previous post of this contact centre<\/a> series, we tackled the issue of <\/span>staff retention<\/span>. Staff turnover is often high in contact centres. We looked at some of the tactics operators use to combat that.\u00a0<\/span><\/p>\n

One of the vital aspects of staff retention is the idea of promoting company culture. The benefit of that as a tactic is that it helps better engage agents and employees in the contact centre. That leads us nicely onto the topics of employee satisfaction and team building.<\/span><\/p>\n

Contact centre managers must get the most out of their staff. Providing the right equipment and training are aspects of that process. Tracking and improving employee satisfaction are other vital elements. We\u2019re going to look at why assessing agent satisfaction is so crucial. We\u2019ll also examine how contact centres do it. Finally, we\u2019ll discuss what those centres do to boost satisfaction if they find it to be lacking.\u00a0\u00a0\u00a0<\/span><\/p>\n

Importance of Tracking Employee Satisfaction<\/b><\/h2>\n

Having content and <\/span>engaged employees<\/span><\/a> with superior morale isn’t a luxury for firms. Studies have repeatedly shown that engaged employees are more productive than their disengaged counterparts. According to Gallup, the uptick in productivity can be <\/span>as much as 17%<\/span><\/a>.<\/span><\/p>\n

The difference between a happy and an unsatisfied contact centre agent can be even more marked. Their working environment is often stressful and demanding. The best agents are those who can cope, and go the extra mile for customers, even under that pressure. Unengaged advisors with low morale won\u2019t deliver in that way.<\/span><\/p>\n

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Source: <\/b>Get Lighthouse<\/span><\/a><\/p>\n

Maintaining employee satisfaction goes hand in hand with boosting staff retention. Employees who are happy are less likely to change jobs. That\u2019s especially important for the contact centre niche. As an industry, it suffers from high staff turnover. Workers often see contact centre jobs as a stopgap while they find something else.<\/span><\/p>\n

The benefit of tracking agent satisfaction for a contact centre, then, is twofold. It will help them retain the staff they need to serve customers. Beyond that, it will also ensure they get a better standard of work from those employees. It\u2019s no surprise that contact centres take employee satisfaction seriously. Let\u2019s take a look at some of the ways businesses in the niche assess agent satisfaction.\u00a0\u00a0\u00a0\u00a0\u00a0<\/span><\/p>\n

How do Contact Centres Assess Employee Satisfaction?<\/b><\/h2>\n

Contact centre operators have plenty to keep track of. A large part of their operation involves <\/span>collecting and analysing data<\/span><\/a>. Such analytics drives workforce management (WFM). It’s also central to other vital aspects of a centre\u2019s day-to-day tasks. Furthermore, it can play a part in tracking agent satisfaction.\u00a0<\/span><\/p>\n

Many centres use a blend of data analytics and qualitative assessment of satisfaction. These are three of the most common methods for tracking happiness and engagement:<\/span><\/p>\n