Michelle Dinsmore  |  December 14, 2015  |  Agent Empowerment

Is 2016 the year you finally leave the contact centre?

Lots of people say ‘a job is a job’ - we don’t agree. We think the biggest difference between successful employers in the contact centre industry, and those who fail, is how easy or difficult they make the job at hand.

It’s not widely discussed in the industry, but we all know agents don’t necessarily have the most enjoyable job. Headlines about contact centres are often dominated by epic brand failures or the trademark dissatisfaction of employees.


Entering a new year is all about changes for the better, so it won’t be uncommon for people to be asking themselves questions like ‘Do I enjoy my job?,  ‘Am I aligned with the business and its values?’, ‘Is this the year I finally leave the contact centre industry?’. We’re not encouraging every reader of this blog to go out and become cowboys and astronauts, but rather ask themselves another question:

‘what would need to be different for the contact centre to become a great place to work?’

Starting any new job is usually exciting, but things can change over time - be they organisational structure, core business values, or new management. This doesn’t always necessarily mean it’s time to move to a new role - think about what your reservations are, and how can you influence the things you don’t enjoy.

It is also important to be wary of complacency, one of the most dangerous phrases in the English language is ‘We’ve always done things this way’ - hearing something like this from the leadership is a problem, so watch out for signs that the company might be too uncomfortable for even the smaller changes.

Identifying what changes can be made to improve the contact centre is something management should be paying attention to as we move into the new year - it might be the difference between a business full of engaged, empowered and enthused staff, and a dissatisfied customer-base.

Employee expectations are rising across industries, and it’s up to management to tune in to the needs of their staff and deliver what they need to remain a productive and content member of the business.

So what can managers do to keep their staff from deciding the contact centre industry isn’t for them?

The key here is engagement - If you’re not sure how engaged your staff are, start finding out today. Ask agents what they enjoy about their work, and encourage them to share ideas about what the company could be doing to make their lives easier, you’ll soon discover some interesting insights.

Although quite symbolic in meaning, entering a new year is all about a fresh start - if the first few weeks don’t go well, the rest of the year usually follows suit.

If you really want to maximise engagement in the contact centre in 2016 and throughout the year rather than simply at Christmas, check out our guide ‘The Team Leader’s Guide to Providing Agent Feedback’.

Michelle Dinsmore

Michelle Dinsmore

Client Director

Michelle has an unwavering passion for helping call centres place the customer at the heart of their business. Using insights from almost two decades in customer experience direction and operations management, Michelle creates and nurtures meaningful relationships with our customers, ensuring EvaluAgent never fails to deliver what they need.

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