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Staff turnover and attrition is an important issue for every industry, but in the Contact Centre, where
churn is notoriously high, it’s a priority. So why are so many Contact Centres still failing to keep their
Agents engaged? We’ve taken six common complaints made by Contact Centre employees and
created tips to help you to stay on top of your game.
TOP TIPSFOR EMPLOYEE ENGAGEMENT IN THE CONTACT CENTRE
One of employees’ biggest pet peeves is feeling
like they’re being left out the loop by Head Office
and Management. But it’s easy to keep your staff
engaged and informed.
Whether you’ve got a big announcement, an
upcoming competition or need to let them know
the details about a recent incident, use a Proactive
Communication solution to give your Agent’s all
the information they need in real-time.Rockstar
Sue Wiseman
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Keep them in the know
Everyone likes a pat on the back sometimes to say
job well done, but it’s even better when it comes
from the people they’re serving - the customers
themselves. Especially if they’ve been dealing with
tricky calls all day!
When capturing the Voice of the Customer, make
sure that both positive and negative feedback is
shared with the team, so they can see where their
strengths lie and any areas they may need to
improve on.Little Battler
Emma Jones
2
Share praise
Relieve the pressure on your Contact Centre
Agents by taking care of the things that take up
most of their time.
By proactively sending customers the information
they need via SMS or Email (such as delivery
notifications, alerts for delays etc.) you can ensure
that your Agents are focussed on making
high-value calls and delivering exceptional
customer service.
Mr. Consistent
William Forndalles
3
Relieve the pressure
There’s nothing worse than feeling helpless,
especially if there’s an angry customer on the
phone and all an Agent can do is log their issue
and promise that it will be looked in to. More often
that not, the issue isn’t anything to do with your
Agents at all - perhaps your website information
isn’t clear enough, or your Engineers haven’t fixed
an issue - yet it’s the Agents that will take the heat
for it. Use technology that’s smart enough to
analyse customer feedback and distinguish where
the real problem lies, so that you can make tactical
changes and keep your Agents motivated.
Steady Climber
Sade Cunningham
4
Know the difference
If you’re already capturing the Voice of the
Customer in your Contact Centre (and if not, why
not?!) make sure you’re listening to the Voice of
your Employees too! Your Agents are on the
frontline all day, every day and as the face and
voice of your brand will have a lot to say on how
things could be improved. Capture their feedback,
acknowledge them and use their comments to
continually improve your Contact Centre.
Emerging Artist
Joe Flash
5
Listen to them too!
No one wants work to be a chore, which is why
many Contact Centres are now exploring the
potential of Gamification to make daily life for their
agents more exciting and engaging.
Use a solution like our Frontline Engagement to
help instil a bit of friendly competition amongst
your staff and show them how they measure
against the rest of the team.
Rising Star
Dave Smith
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Gamify the experience
“Mrs Smith rated me 1/10
for helpfulness...but I couldn’t
do anything to help!”
To kick off HomeServe’s partnership with Rant & Rave, they hosted an on-site launch day to help get all of their
Agents behind the Fast Feedback solution. To keep them engaged and reward Agents for their hard work, they
gave away prizes to those with the best customer feedback and made sure this was shared with the entire
team to encourage others!
“This new service is an exciting development for the company and marks our continued commitment to listen to the
feedback offered by customers.”
Greg Reed, Chief Marketing Officer
OVO Energy has used Frontline Engagement to keep their agents motivated. The Screens show how agents
are performing on a number of topics, with the best scores being rewarded with the title of “Raver of the
week”, a golden headset, luxury chair to work in, and meal vouchers to see them through lunch. This praise is
shared throughout the business to encourage agents to continually deliver better customer service.
“The insight gained from the implementation of Rant & Rave has shaped the way we operate as a company.
Frontline Engagement gave the project a competitive edge and educated staff on the impact they were having on the
overall service provided by OVO.”
Jason Sharpe, Managing Director
Affinity Water uses our Fast Feedback solution to immediately identify the root cause of issues and flag them
for the right member of the team to deal with. Allowing them to take action in real-time and use the Voice of
the Customer to continually improve their processes.
“There is no better way of learning about your business performance than by listening to your customers. They will
tell you the good, the bad and the ugly. A proactive customer engagement strategy has allowed us to address all
areas of our performance, and made a real difference to our business.”
Morag Kent, former VoC Manager
WANT TO MAKE YOUR CONTACT CENTRE
A FUN AND ENGAGING ENVIRONMENT FOR YOUR AGENTS?
Our Frontline Engagement solution makes capturing the Voice of the Customer and measuring
performance a fun and exciting exercise for the whole team.
To find out how, read more about our Frontline Engagement solution here
“They don’t tell us
anything!”
“Management don’t really
care about what I do. I’m just
a number to them.”
“There’s just not enough
time in the day to meet
my targets!”
“No one cares about
what I have to say.”
“I wish I didn’t have
to go to work.”
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