Jaime Scott  |  March 8, 2016  |  Agent Empowerment

Learn how to identify the five stages of call centre engagement

We all deserve to feel happy and motivated at work. When we’re engaged with what we do, we tend to do it really well. This is why call centre engagement is so important, and why team leaders are constantly asking themselves what they can do to make sure their agents to do a good job.

The answer isn’t an easy one to find. Many agents consider the work they do to be more boring than exciting, and often more stressful than rewarding. Other factors like typically low pay and outdated management approaches means disengagement is a problem almost every call centre is challenged with today.

The Importance of Call Centre Engagement

In order to provide a great customer experience, and maintain a level service that’s a cut above the competition, team leaders simply have to get to grips with call centre engagement.

You can’t start effectively engaging staff until you can identify just how disengaged they are in the first place - start with figuring out exactly what disengagement looks like. We’ve defined five different levels to call centre engagement and what to look out for.

The Actively Engaged Agent


This one’s easy to spot, largely because they’re typically rare. This agent is clearly very happy with their day-to-day work most of the time. Agents who are actively engaged spend most of their time delighting the customer, doing work they can be proud of, and looking for opportunities to create value for their team and the business as a whole. They’re happy to be enthusiastic ambassadors of the brand.

The Engaged Agent

As a busy but sometimes stressed individual, the engaged agent considers themselves to be a key part of the call centre. They feel like they’re involved, and show an investment in the success of their team. When it comes to targets, this agent hits and exceeds them consistently but can occasionally show dips in performance. They’re talented, mostly happy, but could be tempted to leave if they find a better opportunity.

The Almost Engaged Agent

A large number of staff in the call centre tend to fall into this category - they show signs of engagement, and even active engagement, but only now and then. The almost engaged agent knows they’re part of the business, but doesn’t understand exactly how their role affects everyone else. This agent can be a little bit cynical at times - they don’t easily see opportunities within the business, and can be tempted to leave for the promise of more money or a few more perks.

The Disengaged Agent

Unfortunately, many agents fall into this category. Disengaged agents tend to spend a lot of effort avoiding doing any real work, and aren’t really fussed about the impact that may have on their colleagues. Whilst actively looking for other opportunities, this agent doesn’t easily get along with their teams, and especially management. No matter how many times they might be pulled up on it, they’re uninterested in making any improvements.

The Actively Disengaged Agent

This agent is very easy to identify, simply because they have a profound and damaging effect on the call centre. The actively disengaged agent is only at work because they have to be. They show no regard for colleagues or the customer at all and do the absolute bare minimum at every opportunity. Quite often, this agent can go out of their way to disrupt work in the call centre, or make life difficult for those working there.

The sad truth is that many call centres are starting to see more and more disengaged, but this can be changed with the right approach. But what can you do to keep those who are engaged at that level, and turn disengaged agents into valuable and empowered employees?

Now you’re able to recognise the five stages of call centre engagement, download our latest guide with all the hints and tips you need to transform disengagement in your call centre.

Learn how to motivate disengaged agents

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Jaime Scott

Jaime Scott

Chief Executive Officer (CEO)

Jaime leads EvaluAgent in delivering people-focused software and services to our customers. After almost twenty years directing customer experience and workforce engagement programmes for some of the UK’s biggest brands, including EE, Barclays and M&S, Jaime’s mission is to make things easier for call centres to deliver a truly great customer experience.


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