Building a Strong Contact Center Team

A strong team is essential to helping contact center leaders handle challenges and maximize opportunities. Below are several strategies to help you develop a team that has a competitive but cohesive culture that supports the company’s interests.

Integrating Competition

Fostering competition among employees can help those employees meet their goals and boost the entire team’s output. For instance, providing financial bonuses or an extra paid day off to employees who meet their targets can lead to a substantial increase in productivity. In addition, promotion opportunities offer a powerful reward to employees that can improve the contact center’s overall impact, and public recognition of the most successful employees—particularly when highlighted in the midst of senior corporate executives—can have as dramatic a positive impact on performance as any other incentive.

Public recognition of the most successful employees can have as dramatic a positive impact on performance as any other incentive.

Protecting the Culture

By building a variety of incentives into the work of your contact center, you can improve the odds that team members will buy into the mission and give their best. Although a competitive environment can deliver a number of benefits, it can also breed bad blood. Contact center directors can stave off negativity in the course of developing healthy competition in a number of ways. To begin, highlight to employees why the goals are in the place, and how the company will benefit if everyone works hard to meet his or her objectives. In particular, be sure to help employees understand that if the center’s operations improve, they may see personal benefits, including increased funding for team benefits and compensation. In addition, seek ways to build competition among different centers, through which the employees in a single location can work together to outperform colleagues elsewhere. Such competitions may surprise you by helping develop rapport among colleagues who might not otherwise interact, which can improve morale and performance on a broader scale than you might have expected.

Seek ways to build competition among different centers, through which the employees in a single location can work together to outperform colleagues elsewhere.

Conclusion

When weaving competition into your contact center operations, you have an opportunity to get the most out of your team and thereby enhance your bottom line. But competition does not have to cost you a friendly and positive culture. To the contrary, a well-planned integration of competition into the contact center with an eye on rewards for individuals and the entire team can leave your culture in a better place than ever before.