“Because I said so” or “Because I’m the boss” just doesn’t cut it with your contact center employees.
Especially since they're likely to handle stressful customer service or public safety situations on behalf of your company.
So while your knowledge of the product, hard work, and creativity prepared you well for leadership of the team, it's your relationship with your employees that determines your team’s success – and thus, yours.
How good are you at building strong workplace relationships? Answer these six questions to find out.
Most contact center team members sincerely want to excel at their job and meet or exceed expectations – they just need to know what those expectations are. Be sure to clearly explain procedures and policies verbally and post written reminders as well. Use daily huddle time and weekly meeting time to bring team members up to speed on recent changes and to provide coaching on common mistakes.
A simple “Hi, how are you?” one-on-one each morning does so much to build relationships. Take time at the beginning of each day to speak with every associate and let them know you are genuinely happy to see them. People function infinitely better in an environment where they know and feel that they're wanted and appreciated. Show them that you really care!
At the end of each shift, do you dash for the parking lot, or do you wait to express appreciation to your team members? Let each one know individually you are proud of their hard work that day and grateful for their effort. It’s a simple step, but it means so much to the employees who put themselves on the phone line every day for you. No one wants to feel like they have been forgotten, especially at the end of a long and particularly frustrating day.
Shadowing and coaching is not just for risk management – it’s for team building, too. Work hard to catch your associates doing great work, then recognize them publicly for it. Make each one a hero by bringing their effort to attention. This increases their motivation to continue going the extra mile, relieves any fears of workplace inadequacy, and ultimately boosts their confidence in their progress and in their abilities.
Strong relationships are built on trust, and you want your associates to know they can trust you to be there for them. That means taking the irate customers or stressful public safety calls, or at least standing beside them in encouragement when you notice they're on a difficult conversation. If they know you are there quickly with an answer to their question, a solution to the customer’s needs, or a calming help to perplexing situations, your team members will look forward to working with you long-term.
It's easy, when engulfed with the cares of management, to forget what life on the end of the phone line is like. Make a concerted effort to listen to the suggestions of your team members and to look for creative solutions to their needs. Not only will alleviating unnecessary stress from your teammates' shoulders boost morale and reduce their stress, but it will also enable them to work more efficiently, handle customers with greater ease, and potentially even inspire them to stay with you long-term.
We at KOVA want to provide some of those creative and innovative solutions your team needs to be successful. Talk with us today.[/fusion_text]