Obvious Contact Center Agent Burnout Problem Revealed

Obvious Contact Center Agent Burnout Problem Revealed

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You know those times when something is right in front of you, yet you fail to realize it? You ask yourself why you didn’t think of that sooner. If you stop and think about contact center agent burnout and turnover problems, why have you not considered musculoskeletal disorders (MSDs)?

Of course, you did. It’s obvious, right? Ahem…it should be.

Have you considered MSD as a contact center agent burnout cause? Click to Tweet

This agent burnout problem is often unreported

In an article written by long-time contact center industry analyst Brendan Read and author of Designing the Best Call Center for Your Business he interviewed Dr. John Triano, director of the Texas Back Institute’s (Plano, TX) chiropractic division, and resident ergonomics expert. He shared that MSDs are insidious and often go unreported. Often, contact center agents do not realize that their work activities are causing their pain.

“Unlike lower back pain, where someone who is injured on a heavy job can’t do their work, upper arm, back and neck pains are such for call center workers that they can continue to work before the pain becomes severe enough to stop them,” explains Triano. “They risk worsening their conditions and their health.”

The fact is, our bodies were not designed to sit in front of a computer screen and handle customer interactions all day long.

A Contact Center First – For Me

Often, I look to find the not-so-obvious, because there’s often value to be found. I have been to many industry conferences over the years (not all of them) and this is the first time I met the likes of Blue Chip Onsite Corporate Message (BlueChipOCM) and Everett Johnson.

Watch BlueChipOCM reveal contact center agent burnout problem. Click to Tweet

Once I approached Everett and his colleague Jay (off-camera) about what BlueChipOCM does, I thought it was brilliant for them to be exhibiting at CCExpo.

Contact centers need to be more proactive in reducing their liabilities when it comes to (MSD) injuries. They need to put this in the forefront of their mind. Most of the injuries if treated, could be halted at the sprain, strain, and minor aches problem. But often they are over-looked under-reported and progress to tendinitis and nerve injury. In these worst cases surgery and long-term disability often result.

About Blue Chip Onsite Corporate Massage

BlueChipOCM was created to fill a gap in the industrial based massage service. Companies were searching for an entity that could provide quality, evidence-based industrial based massage services consistently and ethically to help fight overexertion injuries. We stepped up to provide that service. Source: http://www.bluechipocm.com/about-us/

Save Money at Work

The time away from work to treat MSDs can be extensive and expensive. Agents may have to go outside to get help from their doctor. Even if companies do not pay for the time off they may have to cover agent workloads with overtime. The bill ends up being a lot larger than the doctor visit. With a service like BlueChipOCM, you can reduce time away from work and save lots of grief.

Improving Employee Morale

“The biggest thing we see is employee morale goes way up. Employees, when you talk to them onsite, they say what a great company for helping us like this,” shared Everett. “Agents become very appreciative of the supervisors, human resources, and the health and safety team. Their praise is phenomenal for the company and they really feel like the company cares.”

Contact center agents praise the company and morale goes way up. Click to Tweet

Agents feel more valued. This is key because Feeling Valued is an important thing to measure and manage in a contact center. It’s one of the 7 Keys to Contact Center Employee Engagement and it’s one big key of success for an onsite massage program.

Upgrade your Agents

free-report-maximum-agent-performance-250x175Everett also shared a very intriguing insight. As an organization, you need to upgrade your computers. People at the CCExpo are there to upgrade their software. It’s time to upgrade your employees. Let’s start maintaining the employees and give him the most efficient best care they can have onsite.

The reality for contact center agents

In the case of MSDs, the prime source of hazard is the repetitiveness of work. Agents also suffer due to fixed and improper body positions, and the pace of work is also a contributing factor. But in a contact center, elimination of the repetitive patterns of work is not possible or practical. Therefore, to improve employee health implement prevention strategies involving workplace layout, tool and equipment design, work practices and treatment before it becomes a major issue is vital.

Obvious contact center agent burnout problem revealed and avoidable. Click to Tweet

Are you ready to meet this burnout problem head-on?

If you’re ready to be an employer with agents that feel valued, contact Everett at: ejohnson [at] bluechipocm.com.


Join me on the Fast Leader Show Podcast

monitor-fast-leader-showListen to the Fast Leader Show now. It’s an energizing docuedutainment (don’t look it up I made it up) podcast released each Wednesday and hosted by Jim Rembach. Each week, Jim introduces you to real folks (from the call center industry and beyond) with real stories of how they were able to get over the hump and lead themselves or others better…faster. You’ll learn how to become a better leader (faster) through their stories by improving your employee and customer engagement through the power of improving your emotional intelligence. Get more human-centric and move onward and upward…faster.


 

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Hiring the Best Contact Center Agents through Candidate Experience

Hiring the Best Contact Center Agents through Candidate Experience

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Hiring the best contact center agent is getting more complex with each passing year. As more interaction channels enter the contact center, the interactions agents need to support are more challenging and require higher skill sets. To obtain higher skilled candidates, contact centers must focus on the candidate experience.

Watch Tim Kennedy of Shaker with Jim Rembach on Contact Center Candidate Experience. Click to Tweet

Recruiting reputation and candidate experience

“When it comes to recruiting, the importance of providing a good candidate experience during the application process is often understated,” says John Feldman of ERE Media. “In today’s hyper-connected world where airing one’s grievances and frustrations with the application and interview process is as simple as posting a Glassdoor review, recruiters can’t expect to attract quality candidates without a good candidate experience.”

Quickly finding mutual fit

According to the Great Place to Work Institute, great workplaces are built through the day-to-day relationships that employees experience, and that starts with the initial candidate experience.

Finding fit quickly for the candidate and contact center is paramount. A quick “no” is much more satisfying than a long drawn out search for fit that inevitably ends in no.

Finding fit quickly for the candidate and contact center is paramount. Click to Tweet

During the ICMI Contact Center Expo, Tim Kennedy was demonstrating Shaker’s VJT (Virtual Job Tryout) technology, which uses HireScience™ to help employers identify best-fit candidates more effectively.

And with the simulation design, VJT provides candidates with an enhanced experience through a realistic preview of the job, the hiring organization, and its culture.

About Shaker

Shaker’s Virtual Job Tryout® (VJT) technology uses HireScience™, enabling recruiters to combine the best of predictive analytics and human judgment. Recruiters identify best-fit candidates with more precision, increase new-hire retention, and improve quality of hire. VJT technology delivers pre-employment assessments as day-in-the-life experiences that educate and engage while obtaining a work sample that predicts job fit and competencies critical for success. VJT technology is available in Standard and Enterprise (custom) configurations. It has been deployed in most industries for entry-level to mid-management positions. More information can be found at shakercg.com.

Get efficient with hiring

The applicant screening process that so many contact centers use is terribly inefficient. Too much time is spent on going through candidates that often times are not even close to being a good fit.

The applicant screening process that so many contact centers use is terribly inefficient. Click to Tweet

Recruiters cannot afford to spend precious energy and resources on futile efforts. They need to make sure the good ones don’t slip away. By being able to stack rank order, recruiters can work with their number one prospective candidates and invest time and effort where their best opportunity and potential is…faster.

Getting the Best Candidates

free-report-maximum-agent-performance-250x175Desired contact center agent candidates have more options to choose from. As you make offers to your best candidates, so are several other contact centers.

Recruiting the best contact center agents is hard. It’s a fierce and very expensive competition that for most delivers a very low return on investment.

Today’s candidates are also much more sophisticated and technology-enabled than ever before. Their user experience standards are high, largely influenced by their time spent shopping, consuming media and managing their lives online.

CEB recommends that organizations must ensure that candidates’ application and assessment experience reduces candidates’ frustration by:

  • Clearly stating what will be asked of them and why, how much time they should budget, and what they will get out of it
  • Helping the candidate make an informed decision about the level of effort they should commit and their fit for the job and organization
  • Understanding the stages in the candidate’s journey and keeping the candidate up to date on their progress and next steps

As contact centers strive to make improvements in the candidate experience, those who seek candidate feedback and convert it to improving the entire process will win.

Contact centers with the best candidate experience will get the best agents. Click to Tweet

They will win by reducing their costs and finding best fit with the best contact center agents that are less likely to leave and more likely to perform higher.

Are you Ready for a Tryout?

There is a large number of organizations that provide candidate selection and screening solutions. But few are focused on the candidate experience.

If you want to differentiate you contact center contact Tim at: tim.kennedy [at] shakercg.com.


Join me on the Fast Leader Show Podcast

monitor-fast-leader-showListen to the Fast Leader Show now. It’s an energizing docuedutainment (don’t look it up I made it up) podcast released each Wednesday and hosted by Jim Rembach. Each week, Jim introduces you to real folks (from the call center industry and beyond) with real stories of how they were able to get over the hump and lead themselves or others better…faster. You’ll learn how to become a better leader (faster) through their stories by improving your employee and customer engagement through the power of improving your emotional intelligence. Get more human-centric and move onward and upward…faster.


 

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