Methods to optimize productivity by Cultivating Values

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How to optimize productivity by cultivating
Values  
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Introduction

• Call centers fulfill a very hectic purpose. They
  are the intermediate between the customer and the
  company.
• They are responsible for coordinating operations
  so that the message of the company can reach the
  customers, as well as to ensure that customers
  can communicate freely to know more about any
  aspect of the company.
• Every interaction with a customer is an
  opportunity to establish a positive relationship,
  be it over the phone, over social media or
  otherwise.
• To deal with the stress of such a job and to
  execute it properly, call centers need to imbibe
  certain workplace values that help them go about
  their operations smoothly and perform to the best
  of their abilities.

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• The role of upstanding values in an organization
  cannot be downplayed, even though a whole lot of
  companies have regrettably shifted focus from a
  value-oriented mindset to a result-oriented one.
• These leaves a lot of employees disgruntled and
  ultimately has a negative bearing on the company.
  For a call center to succeed, it needs to focus
  on both the customer experience as well as the
  employee experience in equal measure.
• If there is a strong value system within your
  organization, people are bound to be more
  interconnected with each others work.
• There will be more free-flowing communication,
  and an idea of mutual interests.

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• Employees will be motivated to working for a
  common goal, and in the process be willing to
  help each other out so that the overall
  productivity of the team is increased.
• It helps to move the mindsets from an
  individualistic benefit scheme to a more
  team-oriented approach.
• It is important to outline the requirement of
  such values right from day one even while
  hiring, the company should be looking for
  candidates who exhibit traits of teamwork and
  communication.
• Now that we understand how a value system can
  help in the day to day activities of a call
  center, here are a few of the essential values
  you need your employees to cultivate, so that
  the call center perform to its potential.

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Respect

• Respect is the cornerstone of every success
  story. In a call center setting, respect is of
  paramount importance in all levels of operations.
• Corporate historian, management author and
  customer service expert Robert Spector remarks,
  When we talk about respect, we are talking about
  respect all across the board.
• First of all, you need to hire people that
  respect you, and you need to be respecting them.
  If you do not have respect for them or vice
  versa, it is not going to work.

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• Indeed, respect needs to the founding value of
  your organization. Call center agents need to
  show respect for the customers calling in, even
  if that respect is not always reciprocated.
• As a customer service agent, you need to give
  customers the respect they deserve even when they
  are frustrated, angry or rude.
• You have to realize they are calling in because
  they care. Showing respect towards co-workers
  increases the productivity and keeps the
  atmosphere at the workplace conducive to good
  results.

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Trust

• Trust starts right from the lowest levels of
  employees and goes right up to the top. First and
  foremost, you need to trust that the recruits you
  are hiring will be able to do the job for you.
• Next, you need to create a situation where
  teammates trust each other and are willing to
  work with each other, because no matter how
  talented your individual employees are, they will
  get very little done if they do not have the
  support of a team.
• You also need to establish trust with your
  customers. In fact, the relationship between an
  agent and a customer needs to be grounded in a
  sense of mutual trust.

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• In this manner, even if you make a mistake, your
  customers will let you solve it without much
  fuss, because you have established that
  relationship of trust.
• With trust comes confidence the customer is
  then willing to stay with your brand for a longer
  time and invest more into it.
• This is a key element of sales in the call center
  industry, and it is all based upon trust and
  security.

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Proactive awareness

• The best call centers distinguish themselves from
  the average by virtue of how proactive their
  employees are.
• You want to fill your positions with agents who
  are aware of what is going on in the company,
  what is going on beyond it, and what can be done
  to give themselves the edge over the competitors.
• They need to be able to anticipate deadlocks and
  react effectively to any situation. Employees who
  are aware make a team dynamic and robust.

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• They are the ones who take initiative to solve
  new problems, or think of more efficient
  solutions to the existing problems.
• They do not get flustered under pressure but
  rather look for ways to relieve the stress by
  staying calm and confident.
• It is difficult to teach awareness, though. Some
  people are just more aware than others,
  therefore, it is important to identify this trait
  while hiring and give it significant importance.

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Communication

• Sharing data and information, making common
  solutions public, discussing problems and
  brainstorming are key features of a successful
  call center.
• The underlying theme in all of these practices is
  proper communication, which is one of the most
  important values for a call center to cultivate.
• Companies need to not only foster communication
  within different teams or departments, they also
  need to train agents to communicate effectively
  with the customers.

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• In far too many cases, a misinterpretation of
  what the customer is trying to say costs the
  company wasted time, resources and a reduction in
  quality of service.
• In contrast, an agent who gives himself a little
  more time to understand the exact problem or
  query, can contribute much more fruitfully.
• A significant part of communication is listening
  to a customer. Agents need to be able to ask
  intelligent questions that provide clarity.
• They should also be trained in the mannerisms
  that allow for effective communication to take
  place.

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Collaboration

• Success cannot be achieved in isolation. For a
  call center to be successful, individuals need to
  collaborate, pool in ideas and brainstorm
  solutions.
• Collaboration helps in the betterment of the
  entire team. Agents need to be motivated to work
  towards a shared goal and be prepared to help
  each other on the way there.
• They need to understand that it is the teams
  success that determines their own, and not the
  other way around.

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• Employees need to assess a problem using their
  best judgment, and then use all the resources
  they have at their disposal to solve it
  including tapping into the knowledge or expertise
  of other employees.
• A collaborative environment keeps spirits up and
  hugely improves the workplace scenario. Personal
  ownership is a big factor in collaborative
  values.
• You would ideally hire agents who take personal
  ownership of their customers problems and
  counter the challenges to the best of their
  abilities.

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Loyalty

• Agent loyalty is a huge issue in the call center
  business. It is often the distinguishing factor
  for a successful call center.
• Turnover rates in the industry are abnormally
  high about 28 on a global average, which can
  spike up to 50 in the developing regions which
  have a high concentration of agents employed.
• Therefore, loyalty is a two-way street. Companies
  need agents who are loyal to the brand. The way
  to ensure that, on the other hand, is for the
  company to be loyal to the employee as well.
• Increased engagement, quality-centric metrics for
  evaluation, conducive work environments, etc. are
  all efforts that companies can undertake to keep
  employee satisfaction levels high and the team
  morale up.

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• The other aspect of concern is customer loyalty.
  Companies have to find ways to ensure that
  customers can be retained.
• For this, you need to have a comprehensive,
  dynamic and clear value proposition that
  customers can understand, and are likely to find
  favorable.
• You need to provide efficient service, and
  quality customer support. You also need to take
  initiative and put the customer first while
  making any policy.
• These practices will help cultivate loyalty, and
  that goes a long way in establishing your call
  center as a successful one.

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