The phrase ‘contact centre culture’ often conjures up some fairly negative connotations – think row upon row of drab grey cubicles, fluorescent lighting and zombie-esque agents stuck in an endlessly monotonous cycle of robotic conversations with disinterested customers. In reality, there’s no reason why the modern contact centre can’t be a fun and inspiring workplace with a strong corporate culture that keeps agents feeling motivated and engaged. Below are a few simple and easy tips for boosting workplace morale (which can in turn boost productivity, employee engagement …and your bottom line!).
Decorate. How’s your workspace looking? Is there room for improvement? Whether consciously or subconsciously, our physical environment can have a huge impact on our state of mind. While it’s important to keep your workspace professional and free from unnecessary distractions, increasing natural light wherever possible, using light, bright colours and including some healthy living greenery can go a long way to improving the overall look and feel of your offices – and create an environment where your staff can thrive.
Motivate. A little friendly competition never hurt anybody and can be a great way to put a little extra fire under your team. An inter-office contest with a desirable prize will give your agents a reason to go above and beyond and create a fun competitive buzz around the office (just make sure it’s friendly competition).
Celebrate. Taking a moment to celebrate and reward both team and individual achievements – even the little ones – will make your staff feel like their hard work is valued, and inspire them to keep it up! A box of fresh-baked treats in the break room because Eric doubled his daily target yesterday or Kirsty landed a particularly challenging client won’t break the bank but it will go a long way to making your team feel recognised and appreciated.
Move. Countless studies have proven that physical activity can have a dramatic effect on workplace performance. As little as 15 minutes of light exercise during the workday can improve focus, concentration and productivity, reduce sick days and increase employee engagement and satisfaction. There are plenty of fun ways to encourage your team to get moving: table tennis in the break room, afternoon yoga or stretching sessions, or consider turning small group meetings (2-3 people) into walking meetings.
Smile. This one might seem extremely simplistic but teams will often unconsciously adopt the energy of their leader/s, so if you’re not happy and energised at work, chances are they won’t be either. Lead by example and focus on the positives, expect the best from people and recognise mistakes and setbacks as essential steps on the road to success!