Call Center Industry News and Tips
Employee Motivation – A 7 Point Checklist For Success
By Leon Noone
Summary
Millions of words have been written about employee motivation. I've contributed a few thousand myself. The topic is nowhere nears as complex or difficult as some gurus would have you believe. Pay careful attention to the following seven issues and the motivation will follow.
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Employee Motivation – A 7 Point Checklist For Success
By Leon Noone
Summary
Millions of words have been written about employee motivation. I've contributed a few thousand myself. The topic is nowhere nears as complex or difficult as some gurus would have you believe. Pay careful attention to the following seven issues and the motivation will follow.
The No Nonsense Guide to Employee Turnover
The background
In the UK turnover levels vary considerably from industry to industry. The highest levels of turnover (20.4%) are found in private sector organisations. Successive Chartered Institute of Personnel and Development (CIPD) surveys of labour turnover show that the highest levels are typically found in retailing, hotels, catering and leisure call centres and among other lower paid private sector services groups. The public sector has an average turnover rate of 13.5%.
To Terminate or Motivate?
By Jill Pappenheimer
You come in to your office each day to an employee who lacks motivation and does the minimal amount of work to "get by". He or she may leave early or come in late, all too often. Maybe they spend too much time surfing the web. You may have avoided terminating this person because you don't want to expose yourself to the "risks" of termination or deal with the time it takes to replace him/her, all valid thoughts to consider.
The Art (and Science) Of Employee Engagement
By T. F. Stables
Treating employees as integral parts of an organization is a simple HR solution and simple solutions are usually the best.
It's no secret that satisfied employees have higher morale in any organization, require lower labor costs and, ultimately, result in greater productivity and higher profits. However, many companies are unable or unwilling to break from the traditional management style that fails to place a premium on the overall well-being of their human resources.
The Benefits of Employee Training
By Ryan Fyfe
The term 'Training' means imparting of certain aspects of skills and knowledge by an expert to the employees of a company in order to improve their performance. Employee training helps in developing the overall performance of the employee including his personal as well as professional skills and imparts perfect knowledge and ideas so that the employee puts his best talent and increase the overall productivity of the organization in an efficient manner.
Basic Reasons for Employee Training
The first and foremost reason is development of physical and mental skills of an employee in the work prospects. Every organization has a set percentage of performance appraisals for its employees where the overall performance of an employee is rated, and the employee benefits according to that particular rating. During this process, if it is indicated that there is a need of improvement, the employee has to undergo training.
If there is a change of role planned for a particular employee then he has to undergo a particular training to be fit for that position or job. Employee training is often given when there is some type of up gradation or change in the work patterns or operation so that the employees get acquainted with the new process.
Employee training can be given on specific topics like communication, customer service, computer knowledge, human relations, quality training, safety and discipline in an organization. These are the various areas where an employee needs to have complete understanding of each and every aspect for the smooth performance of his daily work.
This initiates him to develop confidence, increases his efficiency and decreases the cost of production, which ultimately helps the organization to maximize profits. This in return enables the company to provide employee with better salary, bonuses and other facilities.
One trained employee is always better than two untrained or unskilled employees. Training helps an individual to improve his performance twice of what he did before being trained, as after getting a thorough training he is totally aware of his work and can handle it more wisely and efficiently than he initially could.
Training should always be conducted by a professional, well experienced and educated trainer.
Employee training helps boost the moral and gives job satisfaction to the employees.
It increases motivation and employee efficiency that results in cost saving and increases the profit margin of the organization. It increases the employee capacity which helps him to adopt to the new and updated technologies and new methods of improvement, innovation of new strategies and policies for the maximum financial benefit.
There is a drastic reduction in the overall turnover of employees as trained employees are bound to stick to their current jobs as they acquire complete knowledge of the work process. This also gives them a feeling of job satisfaction. With training, an employee can effectively acquire the confidence, skills and knowledge to perform his work seamlessly.
There are many types of trainings that can be scheduled as per the requirement of the organization. Continued improvement training is one of the patterns which can be used for already trained employees at regular intervals in order to refresh their skills and keep them updated.
Ryan Fyfe is the CEO of http://www.shiftplanning.com/ – An intuitive and free online employee scheduling tool for businesses of all sizes in all industries.
Four Steps for Increasing Employee Engagement
By Kristin Baird
Engaged employees deliver the best service. Learn what you can do to spot the level of engagement and help your employees feel more valued.
You know a disengaged worker when you see one: the receptionist balancing her checkbook, the nurse bad-mouthing a doctor to her patient, the manager who doesn't take action to correct a customer complaint.
Boosting Employee Morale – Tips to Trigger A Better Work Ethic Throughout The Office
By Mischelle Watkins
My first question to you if you are faced with employee low morale is to ask you if you are selling a product or solving a problem for your customers? *
If you are selling a product then your battle with employee morale will be an ongoing one. If you are selling a solution to a problem that your clients are facing then you have a chance.
Motivation and Employee Engagement
By John Hertel
Motivation and employee engagement are perennial business concerns. There are more articles and news stories about increasing drops in performance and the costs of under-performing particularly in our current financial uncertainty. Part of this must have to do with employees settling into the reality of "more work for less people" and is a shift from the fear of having no job. I see it showing up in changing behaviors of some employees and in bottom line measurements where the limited resources create "creep" in the time it takes to complete tasks and projects.
Employee Engagement Survey Ideas
By Takuya Hikichi
Smart managers know that an organization is not merely a group of employees but a collection of individuals bristling with various emotions. Likewise, successful organizations provide jobs not merely a source of livelihood, but as a means for the employee to reinforce his talents and skills.
To engage employees most effectively, managements should conduct an employee engagement survey and use ideas suggested by experts to improve employee involvement.
Survey Ideas for Engaging Employees Effectively
Periodically, every organization should frame a questionnaire that will help management take a peek into the minds of employees and find out the level of employee engagement in the organization. Below is a list of questions that can be used to find out the involvement level of employees:
When these surveys are conducted effectively, organizations reinforce the values and ideas about their mission and objectives among employees.
Processes and decision making in the organization become transparent and based on merit by taking all the employees into confidence and elicit suggestions about a new management practice or strategic change that is being contemplated.
Listening to the feedback from the employees promote a sense of belonging. Without it he will feel lost, purposeless and soon start searching for a better alternative.
These are only a few examples and every organization can devise a similar questionnaire to gauge the extent of employees' engagement.
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Employee Scheduling – What is the Key to Getting it Perfect?
By James C F
There is an unwritten rule in the employee scheduling rulebook and that is: If you want to retain employees, provide high levels of customer service where customers fill out positive surveys about your operation. With the preceding in mind: you need to perfect employee scheduling. Yes. It goes without saying, if human resource management (as it pertains to employee scheduling) is not properly addressed, declination in profits is the result. The following article is written for the service-level manager whose intent is to perfect employee scheduling.
The first order of business when putting together the employee schedule is to review the needs of the business. What are the hours where traffic is at its highest level? What hours of the day require the least amount of coverage? When is it necessary to increase levels of staff?
Employee Recognitions – 63 No-Cost & Low-Cost Suggestions
By Ed Rigsbee
Simply throwing money at a challenge, especially in difficult economic times, is generally not your best bet. You can however, put a little energy into a challenge and the result will usually serve you well. What organization can honestly state that they have no employee challenges?
