When you talk with a call center representative, you can often guess whether or not they are treated as entry-level employees who can be easily replaced. In fact, the poor reputation of call centers (misinformation, slow problem solving, multiple callbacks) is probably a direct result of how much their employees are valued.
Just as call center managers decide that it's acceptable to have a certain service level or queue time, they also decide that it's acceptable to have a certain level of employee, with a certain level of seniority, at a certain level of pay.
The moral: if you want knowledgeable employees, you should reward them for their knowledge. If you want professional employees, you need to treat them as professionals. And if you want more than entry-level employees, you need to honor them well enough to make them stay.So, how do you balance your payroll budget with the need to keep good employees in your department? How has your company been able to help your employees feel more valued - and become more valuable? Or has it?
» Employee Value = Company Value from Envision Blog
If employees are jazzed about their company, that energy and enthusiasm will radiate to customers. [Read More]
Tracked on: July 3, 2007 11:55 AM | Permalink to Trackback