This was published as part of an article on CallCentreHelpMagazine.com Link below.
Make Sure All Agent Feedback Is Personal and Specific
When people are engaged, absenteeism is reduced by up to 78%*. This indicates that much of the absence within contact centres can be influenced, if you can just figure out how best to engage your agents.
A simple model for engagement is that it’s where passion and purpose meet.
Passion is considering questions like “Do I enjoy what I do?”; “Do people know and see me?”; “Can I be myself?”
Purpose is considering “Does what I do make a difference?”; “Can I disagree or offer suggestions safely?”; “Do people recognize what I bring to the table?”
If we keep these questions in mind, we can start to look at small, simple and low-cost steps in areas such as our development, communications or recognition approaches.
For example, gift vouchers might imply that we don’t know who we’re recognizing. We sacrifice engagement for convenience. It’s easier to give them a generic voucher.
How differently would the recognition be perceived if that feedback were personal and specific to the individual? If it said, “I see you and I appreciate the unique value you bring”?
Full article is available on CallCentreHelper.com
* Gallup State of the Workforce Report 2024
