No matter what you sell, how you make your customers feel matters most. Customers value their experiences with the companies they choose to support. And, as a result, they will end up spending more money on pleasurable customer experiences – even if they could make the same purchases elsewhere. So, what does that mean for your business? It means you have to ensure that your customers are happy – and it all starts with the happiness of your employees!
How important is the happiness of your employees to your business?
Well, according to Joy Powers on YouEarnedIt.com, “unhappy employees…can be detrimental to your business. Not only are they less productive and absent more, if they end up walking out the door, you’ll be paying the price for months or years to come. Turnover costs are estimated to be from 30 percent of annual salary for an entry-level employee up to 400 percent of annual salary for a high-level employee.”
Why is the happiness of your call centre employees so important?
The first thing to remember is that working on the phones is unlike any other job. Your phone agents are required to speak to hundreds of people daily. In many cases, these are people your agents are speaking to for the first time. A call centre employee’s success in building rapport with complete strangers all day, each and every day, is based heavily on his/her emotional state.
If employee morale is down in your call centre, you are not going to have positive sales results. It’s just that simple. You need to make the working environment an enjoyable one to be a part of. Many call centres adopt the practice of running in-office games to inspire competitive natures among their workers. That way, they can both enjoy their work more and be motivated to achieve better results. On Inc.com, Jayson DeMers champions the act of making time for fun in the office and suggests non-work-related activities to brighten the mood of your employees.
“’Work’ and ‘fun’ are not mutually exclusive terms,” he insists, “You can inject some regular fun into the workplace without immediately ruining your chances at having a productive day…Break up the day with a little bit of fun and work won’t seem as much like work. A few minutes away from the desk can improve productivity for hours and provide consistent increases to morale worth far more than those few lost minutes of work.”
What can you do to boost the happiness of your call centre employees?
A huge part of boosting employee morale has to do with recognition. Acknowledging the jobs well done of your phone agent goes a long way in inspiring them to produce even better results. “Praise your employees at staff meetings, or take the time to thank them in a hand-written note,” advises Powers, “Whatever the message, the most important thing is that employees know that their hard work is noticed and appreciated.”
It’s also important to lead by example. It’s practically impossible to encourage the members of your staff to have positive attitudes if you don’t have one yourself. Everyone has come into contact with that stereotypical grumpy boss – don’t be that guy! “The best way to encourage positive attitudes throughout the company is to carry a positive attitude yourself,” believes DeMers, “Positive mentalities, just like negative mentalities, are contagious and compounding.”
At SIClytics, we also believe that it’s hugely important to equip your call centre staff with the technologies that will help to make their jobs easier. Our Lead DaFeeder, for example, is an innovative web-based telemarketing technology that enables one-touch dialing and the ability manage calling campaigns and dispositions. Not to mention, our Live Call Monitoring services enable call centre managers to provide the type of helpful feedback that is known to boost productivity.