The importance of modernization can be overlooked, which makes sense. Life in a call center can be quite hectic, so it’s easy to let these issues go unaddressed, but that’s going to be a mistake given enough time. The following are five ways to modernize your call center now.
- Embrace the Shift
The first thing you can do to modernize your call center is to vary shift patterns. Younger people don’t like to feel forced to work but also want the flexibility of adding more hours to their week. If you want to keep your recruits, you’ll need to embrace this and start accommodating your employees’ needs. Don’t focus too much on the hours. These folks know how many hours they want to work; just make each person’s weekly or monthly goals clear.
- Using Analytics Tools
You should invest in analytical tools that help bring your call center up to speed. Analyzing your employees and everything else that goes on in your call center can be challenging. Modernized call centers have taken a step forward by using these types of tools. You’ll want call center analytics for your business so that you aren’t left behind. This tool can help track productivity among your employees and help sniff out weaknesses you can address later on.
- Working From Home is Okay
You need to allow your employees to work from home as well. This is another trend that’s becoming increasingly popular, and if you want to keep your talent, you’ll want to embrace it. Folks just need to finish their training, have a dedicated phone line, and the internet. Giving folks a chance to work at home gives them freedom. People can travel and meet the personal goals you set for employees. It might be a good idea to also use cloud services that allow your employees to login into your company’s files without being there.
- A Focus on Emotional Intelligence
Emotional intelligence is vital for call centers. More customers want to feel like the people they do business with actually cares about them. This is the reason your representatives need to develop this skill. You can use speech data analytics to help you understand customers’ emotions during each interaction. The more you understand their emotions, the better it’ll be for your employees. Folks who need to be more empathetic can get training for this. You could even let team members who are good at this help other colleagues.
- Introducing Gamification in the Workplace
Modernization of your call center could also mean introducing gamification. Multiple studies show that a little competition can motivate employees. This is even more important today since many people love playing games in their spare time. If tasks involve some kind of game, you might get more out of your workforce even if they are working from home. Consider offering rewards like gift cards, interesting trips like a cruise, or other big ticketed items.
Modernizing your call center can be done if you follow these suggestions and keep your eyes on the trends. Whatever you can adapt to, try to keep your call center up to date.