2. Train up your staff
Training your staff in the right way can benefit both customers and employees. When they’re armed with new approaches to their role, agents are able to deliver top-notch customer experience. Plus, by stepping up their skills, employees feel more fulfilled and confident, taking on new challenges with greater ease as a result.
When they don’t feel like they’re learning anything new, it’s easy for staff to become detached and dissatisfied. And unhappy employees won’t stick around for long.
Make sure they have a reason to stay by investing in their training through a mix of team building, on-the-job training, and shadowing.
3. Give them a clear career path
Like we said up top, call centre roles tend to be pretty transitional. If the revolving door of staff is starting to make your head spin, you may need to change tack.
Rather than treating them as a job, start looking at call centre roles as a career. When employees have goals, and a path to pursue them with, they’re bound to become more invested in their role and the business as a whole. By doing so, employees have a chance to develop their knowledge, skills and expertise.
A great way of achieving this is by giving them routes to more specialised areas. If someone’s great at escalations, create measurable goals around this aspect. Or if a member of staff wants to move into forecasting, then encourage them to apply for such roles. By keeping these pathways measurable, and reviewing their progress together, they’ll be more motivated to take their career to the next level.
4. Support them with the right technology
If your employees are having to work on outdated systems and use processes that are slow and ineffective, it makes their job way more of a challenge than it needs to be. And that’s when frustrations and burnout start to creep in.
Instead of laggy software and convoluted systems, invest in technology that can help them be as productive as possible. A reluctance to opt for new technological solutions may see business pay a greater price. Even with all the right training, it won’t mean much if your team has to deal with poor processes, tools and workflows on a daily basis.
Likewise, if large parts of their day are taken up by repetitive tasks, then it’s well worth investigating which of these can be automated. By taking care of these time-draining duties, automation software frees your staff up to take on more fulfilling tasks and projects across the day.