Give adequate freedom
Many business owners are quite reluctant giving their call center agents freedom out of fear of what they might do with it. Because of this fear, they are pushed to come up with too many rules and guidelines that leave little air for their agents to be creative and openly express their individuality.
Remember, customer service is a very personal experience. It is a conversation over the phone, email, or chat box between two people: your agent and your customer. Hence, champion self-expression. Give your call center agent enough legroom to freely deliver the job in a personalized way.
Of course, it is also your job to safeguard the interest of the business by tracking how responsibly they are using the amount of freedom you are giving away. Establish clear expectations and monitor and correct any excesses as you deem fit.
Encourage collaboration
Create opportunities where they are going to be encouraged to work with their colleagues.
For instance, you can create small groups with minor responsibilities such as taking in charge of updating the board for sales quota, coming up with a list of best practices to be shared with new employees, and other similar tasks.
Do fun-filled activities
Create workplace memories through fun-filled activities that break the monotony of everyday job. There are tons of celebrations to choose from, such as team members’ birthdays, Halloween, the triumph of a local sports team, or the finale of a beloved TV show. You can do costume parties, impromptu programs, or company-wide game or TV program viewing.
Team-building activities
To build esprit de corps, you may also encourage team-building activities. It can be friendly competitions within or against other teams, such as decorating workstations, out-of-town trips, and team-building workshops that can holistically develop each call center agent.
Celebrate business milestones
Another great way to create a fun environment in your call center office is to celebrate important organizational milestones. For example, you can conduct company-wide town hall sessions where you update everyone about the current state and future direction of the business or celebrate the acquisition of a new client or when you meet important business targets.