Crazy work schedules and crazier customers can take a toll on all workers, but especially those who work in contact centers. It’s normally considered a high-stress job, but if you factor in a feeling that management doesn’t really care, you’re setting up a recipe for disaster.
So it was that Andre Lavoie, CEO and co-founder of ClearCompany – a business whose solutions help HR manage a simplified workflow across all their talent – posted a blog recently on Entrepreneur.com, addressing the very real issue of lack of employee engagement, and what can be done about it.
Lavoie cited a recent statistic from CareerBuilder.com, where they found that nearly 75 percent of current employees surveyed said they were “open to or actively looking for new job opportunities.” How many of those might be working in your call center? If you’re in management, such a statistic should set off alarm bells. “It’s imperative that employers seek to reignite the flame with burned out employees,” Lavoie said.
To that end, he offered some concrete suggestions on how to rein in the disaffected, to let them know that they matter and most importantly, to keep them from leaving. Study after study has shown that it costs way more to train new employees than it does to spend a few bucks and keep those that you have, on board. The following are some of Lavoie’s suggestions:
Get Employees Involved in the Vision: “Inviting employee input when setting companywide goals ensures that employees will really buy into them,” Lavoie says. “Not only will they clearly understand the goals, but they’ll be able to set and align their own goals with those of the company. Being able to connect work to results will make for an enthused workforce.”
Switch up the Office Environment: Take a page from marketing software platform leader HubSpot (News - Alert), Lavoie suggests; the company switches up its office environment every three months, when a large part of the company goes through a semi-random ‘seat shuffle,’ he says. “Not only does this bring back the excitement we all felt as kids when we got assigned new seats in class, but it reflects the company's ‘change is constant’ credo.” How many of your contact workers are still in the same cube they started in?
Offer the Ultimate Incentive: There are a number of ways to reward employees for a job well done. “When it comes to workplace incentives, what employees really want is an opportunity to grow and advance within their role and the organization,” Lavoie says.
In retrospect, why wouldn’t you want to promote your best people? They’ll not only stay loyal, but they’ll serve as a concrete example to others. Everyone wins.