Why Call Centre Agent engagement matters

Inbound Customer Services


Why does call centre agent engagement matter?

There is an abundance of evidence to suggest that call centre agent engagement impacts your workplace culture as well as your budget. When you invest in agents and their overall engagement, you will see a significant correlation between agent engagement and higher performance, better customer satisfaction, and a positive working culture.

Employee engagement isn’t just a buzzword to throw around during interviews or conversations with employees; it’s a serious matter that can lead to monumental success or significant setbacks. Working closely with your team to develop an engagement programme that’s tailored to your business, is an invaluable tool for driving success.

What does an engaged call centre agent look like?

Like any dedicated employee, an engaged call centre agent is diligent, finds joy in their day to day tasks, always seeks to improve their skills, and understands the businesses goals and values.

While motivations may vary (career progression, rewards or benefits offered to them, furthering the companies profile, or happiness in their role), they show up to the office every day with great enthusiasm and give the sense that they want to be there.

They understand the big picture of the business: Agents who are focused and enthusiastic in their job are more likely to be those who understand the overarching goals of the business.

They always take ownership: Dedicated, satisfied employees tend to take ownership rather than pass the buck, remaining committed to improving themselves and growing their set of responsibilities.

Recruiting the right team

Recruiting can be a costly process: When a call centre agent isn’t engaged, it normally results in the agent leaving the business. Recruiting can be costly, both in terms of time and money. Not to mention the deficit in knowledge that occurs when an agent leaves the business.

Happier agents could mean happier customers: If your call centre agents are happy, they’re more likely to nurture a positive customer experience, which in turn could boost return customers and reliable sales.

How can I keep a good team member?

The easiest way to ensure agents are happy is to give them the tools they need to tackle the most stressful parts of their jobs, such as a spike in call volume during peak periods. Boost engagement by showing your agents you support them by offering them tools that take the edge off these high-anxiety moments, like overflow handling services or call-backs. These ensure your agents don’t get overloaded during peak periods and can reduce stress and boost positive attitudes in the workplace.

BDM Talk is the trusted voice in customer contact. Our people are our biggest asset. We invest in the future of our team members by offering opportunities to develop and grow their career.

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