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The Pros and Cons of Working in a Call Center Environment
No matter where someone’s working, there will always be positive points and pain points. Though they vary from person to person, there are a few universal pros and cons to working in a contact center environment that all agents tend to agree on.
The best way for call center managers to combat the cons is to identify what they are and what you can do to help your agents work through them.
How to Foster Agent Engagement in a Hybrid Contact Center
The pros of working in a call center environment.
It’s important to celebrate the great aspects of contact center life before we dig into the not-so-great ones. Knowing what agents can gain from working in a call center can help you to better motivate them and also ensure you hire employees best suited for the job. Just a few of the many pros include:
Honing transferrable skills.
From developing excellent communication skills to practicing problem solving, call center agents leave their job every day having worked on a variety of proficiencies that can help them excel in other areas of life.
Impressive compensation, benefits and overall earning potential.
Call center work often comes with excellent perks including paid holidays, set annual salaries, extensive benefits, paid time off, and desirable working hours. Earning commission is also a possibility for agents who work in sales positions. Plus, there is plenty of potential for promotions and raises throughout an agent’s career.
The option to work from home.
Flexible and remote work options are a big selling point of contact center work. Remote work offers better work-life-balance for employees who would’ve otherwise had to spend hours commuting to an office.TIP:
Add these pros and any others you can think of into job descriptions when hiring new agents. It’s a great way to catch the eye of potential call center employees who will be more likely to stay long term.Common cons of working at a call center.
It’s not enough to simply identify the daily struggles agents face. To ensure agents are set up for success, it’s important to have solutions in place that can help boost employee satisfaction and give agents somewhere to turn if they’re stressed.
Here are some common issues that come with working in a call center environment and how to help agents overcome them.
Agent burnout.
Call centers can be great places to work, but they certainly aren’t for the faint of heart. On top of being a fast-paced environment, agents know that their performance activity is monitored throughout the day. Add in a few irate customer interactions, and it quickly becomes clear why burnout is one of the most common challenges for call centers.
SOLUTION: There are a few ways to stop burnout in its tracks. The first is to equip your contact center with technology that takes some pressure off your team. Tools like Voice Call-Backs and Conversation Scheduling help to smooth out call spikes and prevent long lineups in your queues, so agents feel less pressured to rush through calls.
Second, book bi-weekly or monthly one-on-one meetings with your agents and encourage them to discuss any recent high-pressure interactions they’ve handled. Regular check-ins will help them to feel supported and give you the chance to work on conflict resolution together.
5 Tips to Prevent Call Center Agent Burnout Before It Begins
High turnover rates.
Call centers are notorious for high turnover rates, which has a huge negative impact on agent engagement. According to a study conducted by DailyPay, large-sized call centers experience an average turnover of 44%. This is extremely costly, not just for your bottom line, but for your call center service quality.
SOLUTION: Focus on hiring the right call center employees to try to keep turn-over at a minimum. Start by writing down the needs of your call center and the experience and personality types that best suit your situation. Then, ensure your job descriptions are specific and targeted to the types of candidates you’d like to hire.
Promoting from within can lead to improved agent retention, as it demonstrates to agents that there is room to grow within the company. If an agent is excelling, try promoting them, offering a raise, or providing training and knowledge advancement tools to keep them motivated.TIP:
According to a study conducted by DailyPay, large-sized call centers experience an average turnover of 44%.Repetitive tasks and demotivation.
Even the perfect call center employee will eventually tire of performing the same monotonous tasks on the daily. It’s unreasonable to expect your staff to remain engaged in their work if they lose their motivation – or worse, begin to hate their job.
SOLUTION: Answering the same types of calls for hours and hours may cause call center employees to check out, which can negatively impact customer satisfaction scores. To keep employees interested and committed to their work, develop an employee engagement strategy:Recognize employee success by offering bonuses or rewards when milestones or goals are achieved.
Share valuable data and statics with staff so everyone’s on the same page and has something to work toward.
Provide employees with the opportunity to contribute to training, hiring or other call center work that isn’t directly tied to their day to day role.
Create, distribute, and act upon employee satisfaction surveys to show your team that the company is invested in their overall happiness and success.When cons come into focus, always show your support.
We can’t stress enough how important it is for call center managers to be hands-on when it comes to supporting agents through rough patches. Showing empathy toward an agent’s struggle and offering them support when they most need it is the best way to build employee trust and ensure your call center is functioning in a healthy and productive way.The best way for #management to combat the cons of working in a #callcenter is to identify what they are and what you can do to help agents work through them. #jobtips #callcenterlife #humanresources #contactcenterClick To Tweet
The post Blog first appeared on Fonolo. -
“They were all bored to tears waiting to hear something they knew”
That’s the report from the band on the audience’s reaction to the first live performance of Stairway to Heaven.
They bombed. The audience wanted hits, not something new.
Every good idea starts as a new idea.
And new ideas are never familiar.
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21 Best Referral Programs to Make Money
Review the best online referral programs to make money, including GetResponse, Fiverr, Walmart, Tesla, Robinhood, Spanx, and more.
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Affiliate Marketing 101: A Guide to Everything You Need to Know
For a small to medium-size business, affiliate marketing is an easy way to earn some extra revenue while keeping inventory and labor costs to a minimum. It is a marketing strategy that allows you to offer more to your customer base while capitalizing on the efforts of a brand partnership. Interested in learning more? Here…
The post Affiliate Marketing 101: A Guide to Everything You Need to Know appeared first on Benchmark Email. -
What are the best new automation technologies?
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How to Implement a Brand Activation Strategy [+Examples]
Did you know that it takes 5 to 7 impressions for people to remember a brand? With branding, the goal is to continue making those positive impressions on an ongoing basis. One way to do that is through brand activations.
In this post, we’ll dive into what brand activations are, how to strategically plan a brand activation, and give you some ideas to inspire your own branding events.
While a brand activation is a singular event or campaign that is meant to elevate your brand it shouldn’t be confused with ongoing brand strategy. So, what does brand activation strategy look like? Let’s dive in now.
Brand Activation Strategy
Before you get started with planning different brand activation events, it’s important to understand the goal of each separate campaign.
The best way to plan a strategy is to identify your goals. It could be customer acquisition, user sign-ups, social media engagement, etc. Ultimately you’ll want to increase brand awareness, however, narrowing down your goal, even more, will make it measurable and attainable (hello SMART goals).
Once you know your goals, you can begin brainstorming various brand activation events or campaigns that you can do to achieve your goals.
For instance, let’s say your goal is user sign-ups. One brand activation for that goal could be going to a trade show. There you can talk to potential customers and then hopefully sign up users on the spot (depending on your offerings).
Once you have a list of ideas, goals, and metrics, it’s time to begin your brand activation plan. You should decide on one campaign or event to move forward, plan the logistics of that event, and use your brand playbook (with a clear vision, value propositions for key targets, brand personality, character, voice, and experiences). Keep in mind that brand activations don’t necessarily need to be events, but can be sampling campaigns, social media contests, or other digital marketing campaigns.
Now, let’s go over some ideas to help you come up with your own brand activation plan. Below, we’ll have the ideas separated by the goal to give you an idea of how to strategically brainstorm brand activations.
Brand Activation Ideas
Goal: User sign upsExperiential marketing event
Trade show
Digital marketing campaignsGoal: Increased impressions/brand awareness
Sampling campaign (giveaways)
In-store/virtual events
Digital marketing campaigns
Influencer marketingGoal: Customer acquisition
Digital marketing campaigns like PPC, display advertising, etc.
Interactive events
Live demonstrationsGoal: Social media engagement
Social media contest
Social media movement
Behind-the-Scenes series
Influencer marketingNow that we have some ideas, let’s look at some examples of brands that have run excellent brand activation events.
Brand Activation Examples
1. Vitamin Water | BrandonImage Source
A colleague, Clifford Chi, uses this as a great example of brand activations. He usually doesn’t pay much attention to subway ads, but Vitamin Water’s “Brandon” was so funny, it made him laugh out loud. Then, a few weeks later, when Chi was walking around Boston, he strolled past Forbes’ Under 30 Summit and saw someone holding a sign that said, “Need Handshaking Tips?”.
That person was a part of Vitamin Water’s “Brandon” marketing campaign. There were also other members of the campaign, handing out Brandon’s business cards, some swag, and even bottles of Vitamin Water.
The funniest (and most impressive) part of the “Brandon” marketing campaign, though, was that the members acted like they actually worked for Brandon.
Vitamin Water’s “Brandon” campaign resonated with so many people because instead of just giving subway riders a quick laugh on their way to work, they made the extra effort to interact with their target audience and bring the ad to life. To make things even more personal, Brandon accepts all of his LinkedIn requests.
2. Revolve | Revolve FestivalImage Source
An excellent example of brand activation is the Revolve Festival that Revolve holds at Coachella each year (or at least has for several consecutive years). This is often known as the celebrity party of the year.
Revolve hand picks celebrities and influencers (macro or micro) to party while the music festival is occuring.
Revolve Fest trends on social media almost each year it happens because of the influencer marketing that the company focuses on. Influencer marketing helps the company bring in sales for its clothing line and more. In fact, influencers drive 70% of sales for the company.
Each of these festivals is a brand activation to bring in sales and drive awareness for the brand.
3. HBO | SXSWestworldTo promote the second season of their hit show Westworld, HBO built a miniature replica of the show’s Wild-West-themed amusement park in Austin, Texas for attendees of SXSW 2018 to explore.
With over 40 “hosts” who guided attendees on their own unique narrative within Sweetwater, the attendees felt like they were actually in an episode of Westworld, traversing a town full of trotting horses, troublemaking bandits, and money-hungry gamblers.
The park also contained clues of season two’s storyline and new characters, which helped generate a ton of suspense and anticipation for its upcoming premiere.
4. HubSpot | INBOUNDEach year HubSpot holds the INBOUND event. This brand activation is a way to drive brand awareness, customer sign ups, and ultimately help our customers in whatever way we can as a company.
INBOUND is an excellent example of brand activation because it’s a singular event each year that drives engagement and interactivity for HubSpot.
With INBOUND, we can provide an experience for our customers and any business that wants to learn from the best of the best.
5. Netflix | Altered Carbon at CESAt CES 2018, Netflix designed one of the most popular booths at the event. But it didn’t showcase the inner workings of their recommendations algorithm or their process for green-lighting shows. It actually spotlighted a concept their show Altered Carbon revolves around — immortality.
In their booth, fictional employees from Psychasec, the company that offers transfers of their clients’ consciousness to new bodies, or “sleeves”, in Altered Carbon, pitched the benefits of their service and even displayed some models of their sleeves.
Netflix deeply immersed CES’ attendees in the narrative of their hit sci-fi show, and it made them feel like they could actually live forever — if only Psychasec’s service was real.
6. CALM | Project 84In the U.K., suicide is the number one cause of death of men aged 18 – 45. CALM, a suicide prevention charity, decided to spread awareness for the issue by creating 84 life-size sculptures of hooded men, which is the number of men who take their own lives every week in the U.K. and placing them on top of one of U.K.’s top TV network’s building.
Every sculpture is unique and tells the story of a real person who committed suicide. And to produce as much publicity for male suicide prevention as possible, ITV, the TV network CALM partnered with, agreed to air the campaign on their morning show and dedicate three days of programming to male suicide. The campaign also promoted a petition that urges the government to take suicide more seriously and take greater action to help solve the urgent issue.
Brand Activation Takeaways
Putting on a brand activation event or campaign can help you increase brand awareness, impressions, and ultimately bring in new customers. With tactics like experiential marketing, digital campaigns, influencer marketing, and in-person or virtual events, you can engage and interact with your audience in a personal way.
To succeed with brand activation, it’s important to focus on your audience, make your experiences shareable, and be creative.
Editor’s note: This post was originally published in April 2019 and has been updated for comprehensiveness. -
Anyone tried Mailchimp Certifications?
Interested in helping out and learning about email and marketing automation, but usually people bring up tools such as marketo, salesforce or hubspot. Anyone tried Mailchimp’s certifications and courses before and are they useful?
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What is customer journey management?
After exploring the topic of the customer value journey, it’s time to take into account the process of measuring, tracking, and optimising the provided experiences. Customer journey management is an approach to delivering seamless experiences to your customers across all channels and touchpoints. It consists of aligning the entire organisation to your customers’ goals, so…
The post What is customer journey management? appeared first on Customer Experience Magazine. -
Marketing Automation Error[Facebook Lead Ads-Salesforce]
I have integrated Facebook lead ads and Salesforce through zapier to pull leads automatically into Salesforce CRM.It was working properly but right now it’s showing an error.any help will be great.I spent hours to fix this issue “Could not create record of the “Lead” object: This source is meant to track Marketing campaigns. Please use different value.” Above error is showing when I test the zap.
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Salesforce Spring ‘22 Release Date + Preview Information
It might still be Winter for a lot of us, but the Salesforce Spring ’22 release is right around the corner. There are many agenda items you need to prepare for with each release, but at this stage, there are only a couple of things… Read More