Why shouldn't call centers only think about their customers?

Since the coronavirus pandemic, employees have been increasingly scrutinizing their employer. And this is no longer just about pay. Rather, it is about values and corporate culture, leadership behavior and freedom. The decision criteria for choosing an employer have therefore expanded significantly. However, contact centers have traditionally focused on the customer: Excellent customer service is good for business, satisfied customers buy more.

All true, but the workforce has all too often fallen by the wayside, with many call centers losing valuable employees as a result. Conversely, if you want to retain your skilled workers, you should offer them as many positive experiences and impressions as possible - today, this is known as the employee experience. It is an important lever for employee satisfaction and therefore loyalty to the company.

Leadership, demand, motivation

The fact that you can work from almost anywhere, for example, is a lesson that many people have learned and enjoyed. This flexibility is expected to prevail. Companies that cannot or do not want to keep up will lose out in the long run. Fun and motivation are also important aspects of an excellent employee experience. This includes appropriate management by superiors who encourage and challenge their employees and provide constructive feedback on performance: Where are there blind spots in communication? Where do they overhear or overlook customer opinions? Where are employees particularly good communicators and can help others?

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