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What do you do if your call center employees are not aligned with company goals and objectives?

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If you manage a call center, you know how important it is to have employees who are aligned with your company goals and objectives. When your agents share your vision, they are more likely to perform well, deliver excellent customer service, and stay loyal to your organization. However, sometimes you may face challenges in keeping your call center employees engaged and motivated, especially if they work remotely, deal with high stress, or face frequent changes. In this article, you will learn some practical tips on how to align your call center employees with your company goals and objectives and boost their productivity and satisfaction.

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1 Assess your current situation

The first step to align your call center employees with your company goals and objectives is to assess your current situation. You need to understand how well your agents know and follow your company mission, vision, values, and policies. You also need to measure their performance, feedback, and satisfaction levels. You can use various tools and methods to collect this information, such as surveys, interviews, focus groups, mystery shopping, quality monitoring, or analytics. By analyzing the data, you will be able to identify the gaps, strengths, and weaknesses of your call center alignment.

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2 Communicate your goals and objectives clearly

The next step to align your call center employees with your company goals and objectives is to communicate them clearly and consistently. You need to make sure that your agents understand what your company stands for, what it aims to achieve, and how it plans to get there. You also need to explain how their roles and tasks contribute to the overall success of the organization. You can use various channels and formats to communicate your goals and objectives, such as newsletters, intranet, webinars, videos, posters, or meetings. You should also encourage your agents to ask questions, share feedback, and suggest ideas.

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Carla Mussa

PGD in International Trade Law | Honors Degree in Law | Chief Compliance Officer | Corporate Governance | Legal and Insurance Executive | HSEQ Executive
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Na minha experiencia, comunicacao dos objetivos de forma clara e essencial. Se os funcionários do call center n?o estiverem alinhados com as metas e objetivos da empresa, é importante tomar medidas para corrigir a situa??o. A comunica??o clara requer que voce certifique-se de que as metas e objetivos da empresa sejam comunicados de forma clara e regular aos funcionários do call center. .

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3 Provide training and coaching

Another step to align your call center employees with your company goals and objectives is to provide them with adequate training and coaching. You need to equip your agents with the skills, knowledge, and tools they need to perform their jobs effectively and efficiently. You also need to support them in their professional development and career growth. You can use various types of training and coaching, such as online courses, workshops, mentoring, shadowing, or peer learning. You should also monitor and evaluate the impact of your training and coaching on your agents' performance and alignment.

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Jon Sipole

Call Center Management Position - Operations, WFM, QA, Training, Account Management
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Training and coaching with QA follow up is key to presenting your program making sure goals and expectations are laid out for your agents. This training creates an environment for questions enabling everyone to get on the same page.

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Carla Mussa

PGD in International Trade Law | Honors Degree in Law | Chief Compliance Officer | Corporate Governance | Legal and Insurance Executive | HSEQ Executive
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Treinamento e desenvolvimento: Ofere?a treinamento adicional para garantir que os funcionários compreendam plenamente as metas da empresa e saibam como contribuir para alcan?á-las. Providencie igualmente apoio e orienta??o: Ofere?a apoio e orienta??o aos funcionários que est?o lutando para se alinhar com as metas da empresa. Isso pode incluir mentoring ou coaching.

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4 Recognize and reward

One more step to align your call center employees with your company goals and objectives is to recognize and reward them for their achievements and contributions. You need to show your agents that you appreciate their efforts, value their input, and celebrate their success. You also need to motivate them to keep improving and striving for excellence. You can use various forms of recognition and reward, such as praise, feedback, incentives, bonuses, awards, or gamification. You should also tailor your recognition and reward to your agents' preferences and needs.

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Carla Mussa

PGD in International Trade Law | Honors Degree in Law | Chief Compliance Officer | Corporate Governance | Legal and Insurance Executive | HSEQ Executive
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Incentivos e recompensas nao sao caros e nem requerem um investimento significativo, mas os resultados sao estrondosos. Considere implementar programas de incentivo e recompensa para reconhecer e motivar os funcionários que est?o alinhados com as metas da empresa.

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5 Involve and empower

The final step to align your call center employees with your company goals and objectives is to involve and empower them in the decision-making and problem-solving processes. You need to give your agents a voice, a choice, and a sense of ownership over their work. You also need to trust them to use their judgment, creativity, and initiative. You can use various ways to involve and empower your agents, such as soliciting their opinions, delegating responsibilities, giving them autonomy, or forming teams. You should also foster a culture of collaboration, innovation, and learning.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What do you do if your call center employees are not aligned with company goals and objectives?

1

2

3

4

5

6

1 Assess your current situation

2 Communicate your goals and objectives clearly

3 Provide training and coaching

4 Recognize and reward

5 Involve and empower

6 Here’s what else to consider

Call Center Administration

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What do you do if your call center employees are not aligned with company goals and objectives?

1

2

3

4

5

6

1 Assess your current situation

2 Communicate your goals and objectives clearly

3 Provide training and coaching

4 Recognize and reward

5 Involve and empower

6 Here’s what else to consider

Call Center Administration

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