5 Ideas to Influence the Spirit of Your Contact Center

  • 5 Ideas to Influence the Spirit of Your Contact Center

The happier your employees are, the more productive they become. You don’t want your call center employees to fall into the all too common trap of thinking that their job is boring or monotonous. Happily, there are some things you can do to influence the spirit of your contact center and turn it into an energetic and positive environment. Here are five surprisingly simple ideas:

  1. Create a Suggestion Box

    Your agents may have a lot on their minds, but do they feel free to express their opinions? A suggestion box gives employees an easy way to submit their thoughts. You can even make the box anonymous, which will encourage agents to be frank. Hold regular meetings to discuss which suggestions you may be able to implement into the workplace.

  2. Rotate Roles

    There is nothing like a fresh perspective to help your agents feel energized. Begin training employees to take on multiple roles. When they feel like they are learning something, job satisfaction will increase, and boredom will be less of an issue. This strategy can also boost retention, meaning that you spend fewer resources on juggling a revolving door of employees.

  3. Smile!

    It may be tough for your agents to maintain a positive outlook, particularly when they deal with irate customers. Give them a reason to smile. You can do this by printing out over sized, goofy photos. Each agent can keep one or two of these pictures at their desk so they can look up at any time and find a reason to chuckle. You can also try things like sending out funny emails and always having something encouraging to say.

  4. Use Automated Call-Backs

    When your call center gets busy, this can drive hold times into the stratosphere. When customers finally get to talk to an agent, they are frustrated, and the agent will have to deal with that negativity. When you use automated call-backs, hold times become a thing of the past, meaning that every conversation can begin on a positive note. Automated call-backs are also a great way to help meet the contact center’s service goals.

  5. Play Sports

    Boost off-site team-building by creating a few sports teams that your employees can join. Choose sports that are accessible for every level of athleticism. You’ll feel closer to your team and learn things about them that you never knew before!

These fresh ideas will boost the spirit in your contact center and make your inbound & outbound call center operations as effective as possible.

This blog was first published on LinkedIn.

By |2016-11-22T00:00:22-06:00November 22, 2016|


Jim Iyoob is the Chief Customer Officer for Etech Global Services. He has responsibility for Etech’s strategy, marketing, business development, IT, program implementation, operational excellence, and product development across all Etech’s existing lines of business – Etech, Etech Insights, ETS & Etech Social Media Solutions. He is passionate, driven, and an energetic business leader with a strong desire to remain ahead of the curve in outsourcing solutions and service delivery.

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