Most people are agreed that engaging your employees is major way to create successful brand. For predictive dialler managers, keeping employees motivated means they’ll give better service that customers love.
At the heart of this, should be an engagement function that allows your agents to give feedback on how they feel campaigns are running. Almost all employees have something interesting to say about how their workplace is run, yet according to polls, only 15% of them feel truly engaged and listened to in work.
If you’re ready to start engaging with your employees, here are our top tips on getting started.
Gain feedback directly
What many business owners forget, is that their employees are the first port of call for all their clients. Employees soon learn the pitfalls of any service, and the common issues that might arise on a daily basis. By asking your employees regularly how they feel things are going, you’ll get a far greater understanding of how your dialler campaigns are running.
Another added bonus to this, is that the more you actually talk with your employees, the more they’ll open up and feel empowered to talk about things freely. Winning their trust is key to building a great brand.
Let your employees share information
All your employees will have existing skills they can share with the rest of your team, so why not let them? Peer to peer training is extremely powerful as a motivational tool, and can help your staff to tackle all kinds of issues, from problem customers to domain specific and technical issues.
Some companies dedicate time to peer training, whilst others work it into the daily schedule and allow such training to occur “off the cuff”. Whatever way you decide to incorporate it into your sales floor, it will help your employees feel more valued and enable all of them to gain new skills and confidence.
Give sales staff opportunities for growth
Most members of staff would like to move up in their careers, and nobody likes to stay in the sale place forever. Sometimes, it’s easy to adopt the approach of keeping good sales staff within their roles – after all – they help boost your overall sales figures!
Unfortunately, what many business owners forget, is that their staff don’t exist in a vacuum. If a sales person is good, there’s a high chance that other companies would love to employ them. With platforms like LinkedIn on the rise, it’s even easier for them to make an approach.
To counter this, give your employees suitable opportunities to grow within their careers. Sometimes this can mean making a highly prized sales person a floor manager. This doesn’t mean you’ve lost sales – in reality you’ve just gained the best trainer of new agents you can get!
According to a Bridge survey, 67% of millennials would leave a position if the job lacked growth and leadership opportunities. So make sure your employees can climb the ladder to success—and watch your brand do the same.
Involve them in building the campaign
Now you’ve started gaining feedback from your agents, you can take the relationship to the next level by building campaigns and tweaking them based on their advice.
Often, agents have amazing ideas that can lead to increased productivity and sales; however, those ideas aren’t listened to – or the staff members don’t have the confidence to vocalise them.
Based on their feedback, consider ways in which service processes may be streamlined in each department. Involving employees in the actual implementation of new processes is an excellent way to ensure that they will be motivated to do their best in an environment that suits their needs and the needs of your customers.
