THE AGENT CHALLENGE
Working in a fast-paced call centre can be stressful and the environment at these call centres is typically very challenging. This is why employee disengagement and demotivation is usually highly prevalent. Dealing with frustrated customers, sticking to strict work timelines, and reaching performance indicators are all hurdles that contact centre agents have to deal with on a daily basis.
Contact centre agents have by far the most interaction with the company’s customers, thus contact centre agents have a huge impact on the customer experience. If you intend on optimizing your call centre environment then your agents need to be entered into the equation.
Here are just a few challenges your agents are facing today:
LACK OF MOTIVATION
Contact centres struggle to keep their employees engaged & motivated on a daily basis.
Schedule adherence & compliance are key elements of the agent’s core responsibilities and the contact centre’s success.
Unplanned absences greatly impact the centre’s ability to meet the required performance goals.
Disengaged employees don’t strive and don’t support a good company culture.
THE AGENT SOLUTION
WE BRING TODAY’S REALITY TO CONTACT CENTRES TO CREATE THE AGENT JOURNEY
Focused on the contact centre agent's daily tasks, nGAGEMENT offers a completely new perspective on KPI results which allows you to engage and interact with your contact centre and your colleagues in a dynamic, fun, and efficient way. We use social media, game mechanics, and recognition concepts to enhance the agent's journey and in turn, improve your call centre's work environment.
Social media use in web-based technologies creates highly interactive platforms through which individuals, communities and organizations can share, interact, participate and engage. They introduce substantial and pervasive changes to communication between businesses, organizations, communities and individuals.
Gamification commonly employs game design elements which are used in non-game contexts to improve user engagement, organizational productivity, learning, employee recruitment and performance.
Recognition lets employees know that their hard work is valued. It doesn't have to cost anything, it can be done on a daily basis and the results can have a long lasting impact.
THE MANAGER'S CHALLENGE
Contact centre leaders deal with administrative tasks, large teams and special projects while constantly putting out fires. This makes it difficult to find time to develop employees and managing remote employees becomes an even bigger challenge.
You don’t have enough time now to develop employees, but not developing your employees will cause you to spend even more time dealing with larger issues in the future.
Disengagement and complacency often prevents more tenured agents from staying productive. Poor attendance is usually a symptom of a larger problem. Disengaged employees aren’t excited about coming to work. But, engaged employees can’t wait to be there.
Here's what your call centre is facing today:
70 % of people are not engaged in their jobs.
Highly engaged organizations have the potential to reduce staff turnover by 87% and improve performance by 20%.
Recognize and celebrate your teams achievements and engage all your team members to meet and surpass their objectives.
Call centres are data-rich. Typically call center managers are mostly responsible for providing reports on various aspects to other departments. With so many separate reports and systems jumbled together, getting accurate and consistent reporting becomes a colossal problem to call center managers.
Optimize your time. Stop running around for results of managing contests. Spend time on what is more important.
THE MANAGER'S SOLUTION
HOW WE CAN HELP
Today's technology allows for easy integration of any result from any source. Applying game concepts and game mechanics to - NOT only ONE KPI - But ALL the KPI's that are relevant to your contact centre on a daily basis will optimize your agents performance. nGAGEMENT allows agents to self-manage and auto-correct on each and every one of your KPI's which can have a dramatic impact on productivity, profitability and overall satisfaction for both employees and customers.
With nGAGEMENT, you will be able to:
Predict Agent departures
Modeling both the performance trend and agent behavior, ML allows for early detection of risks of attrition in advance and allows supervisors and managers to take action.
identify productivity periods
Identifying each agent's peak performance periods and low performance periods will enable managers to take appropriate decisions and optimize productive time.
IDENTIFY RISKS OF ABSENCES
Features built into nGAGEMENT allow you to learn about absence trends ahead of time and let you engage with the agents to influence their behaviour and ensure stellar presence at work.