With the market growing more competitive by the day, it’s increasingly difficult to recruit skilled people. So if you have a team of adept employees, you should go out of your way to keep them happy. After all, the last thing you want is for them to leave, which would require you to incur costs and find new people. In other words, you need to reduce employee turnover to an absolute minimum to decrease recruiting costs. The question is: How do you go about it?

It’s all about people

Customer questions are getting more and more complex. Therefore, contact centers increasingly need skilled, well-trained employees – a highly sought-after scarcity in today’s world. Once you’ve managed to attract them, you should realize that it’s not just the job that matters. In fact, people join forces with people to work for people. No wonder it’s usually not the job, but the appreciation and atmosphere that keep skilled employees from leaving.

Want to hit two birds with one stone? Then involve your employees. Share what’s happening when it’s happening – right now. This way, you’ll create an atmosphere of transparency and commitment, which shows how much you appreciate your employees. One team, one goal!

From information to motivation

So you’ve decided to share organizational data with your contact center staff. That’s great, but please beware of a common pitfall: don’t show them everything that’s going on within your organization. Your goal is to increase your employees’ motivation – not to decrease it. In this context, it’s ever-important to carefully select the information you will and won’t share with them. Keep in mind that information can be encouraging (data which agents can use to improve), neutral (data which agents can’t influence), or discouraging (data which will take agents’ spirit away). You’ll only want to share information that falls in the first category.

Some managers, for example, like to display how many co-workers are absent through illness. Understandable, because absence affects the situation on the work floor. But if you think about it, whose problem is it – the employee’s or the manager’s? Employees can’t really do anything with this information. If anything, it will make them feel frustrated, which will impact their work in a negative way.

Share or hide: making the right choices

Briefly put, everything that’s beyond employees’ control shouldn’t be shared with them. It will only make them feel powerless – they’ll feel less committed, which will likely affect their performance. Want to share the right information through Visual Management? Please don’t hesitate to contact us. We’d be happy to perform a Quick Scan and discuss your Visual Management opportunities.