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8 Ways to Keep Your Customer Service Reps More Content

By March 27, 2019 No Comments
Woman at a computer wearing a headset smiling
Woman at a computer wearing a headset smiling

Customer happiness is a competitive marketplace. And so is keeping customer service agents happy due to the competitive employment environment many businesses see today. It’s no longer okay to focus solely on creating a positive customer experience since customer happiness is directly tied to service rep happiness.

Unfortunately, call centers struggle with employee retention, with the average annual turnover rate at 29 percent for customer service agents. This fluctuation in service agents hinders positive relationships and experiences because new agents don’t know customers yet and are often still in training when they start fielding calls.

As a call center manager, there are steps you can take to create a happy culture and enjoyable place for service reps to work. Below are eight ways you can create a positive environment and keep your customer service representatives more content.

1. Find out what matters to them
You can’t make employees happy if you don’t know what matters most to them. Conduct an employee survey that lets service representatives share their thoughts and ideas on what would improve employee morale. To increase participation, let them answer anonymously or assure them that no adverse actions will occur from their honesty.

2. Give reps a voice
You can’t make employees happy if you don’t know what matters most to them. Conduct an employee survey that lets service representatives share their thoughts and ideas on what would improve employee morale. To increase participation, let them answer anonymously or assure them that no adverse actions will occur from their honesty.

3. Offer telecommuting as a benefit
Eighty percent of the U.S. workforce wants to work from home at least part-time, which means they are actively looking for jobs that offer this benefit. Giving reps the opportunity to earn work from home opportunities motivates them to perform their best and fulfills their desire not to commute as often.

4. Create flexible schedules
Most individuals struggle with a work-life balance and often feel as if they are failing. Scheduling appointments, before and after school care or time for wellness often becomes stressful making them resent their employer. Offering flexible schedules helps employees better manage their time, reduces their stress, and increases their appreciation for their job.

5. Host special brain breaks
All work and no play is never fun. Sometimes service representatives need a break from the constant stream of calls or sitting in one place. Schedule fun activities weekly to get them away from their desk, interacting with others, and put a smile on their face. Trivia days, themed lunches or free ice cream are just a few ideas that don’t cost much but go a long way.

6. Give positive feedback and recognition
Don’t overlook the good things customer service reps do daily. Recognize them for their accomplishments. Sometimes, saying “You did great work on that project. Thank you!” is all they need to feel as if they matter to the success of the company.

7. Implement an agent of the month
Give service representatives the opportunity to earn agent of the month title based on tracked performance, customer feedback, and peer nominations. In addition to recognition at an office event, create a few other benefits that go with it. The winners will appreciate reserved employee parking, a gift card to a local restaurant, or even an extra four hours of paid vacation for the month.

8. Create friendly competitions
Offer prizes to reps who receive the most positive customer feedback or who have the highest first call resolution rate for the week. Friendly competitions motivate reps and keep the positive energy flowing during stressful moments.