It’s about them….

A recent study conducted by Accountemps showed that frequent dialogue between managers and their employees is the best way to boost morale. Nearly half (48%) of the 150 executives surveyed cited better communication as the best remedy for low morale.

Data collected from hundreds of our Agent Engagement Surveys bears this out. We survey front-line reps as the first step in a multi-phased initiative to improve employee engagement and customer satisfaction in contact centers. Prior to rolling out the engagement training program for supervisors, we ask the reps to take a 10 question Agent Engagement Survey on line.  The results of the survey provide each supervisor with a realistic picture of how the reps on their team feel about the quality of support they receive. Question #8 on the survey asks: If you feel there is some room for improvement, what specific suggestions do have for your supervisor? Interestingly, the word mentioned most frequently in responses to this questions was the word “time.” A few examples of responses:
“Interact with our team more. Walk through and talk to us at least once a day. Spend time in our world, so to speak.”
“She seems like she does not have time and rushes through tings and it is like she does not care and it has made me feel like she does not care if we succeed of not.”
“When we are supposed to have our one-to-ones, he never shows up on time and when he does
make the meeting, it seems like his mind is on something else.”

Bob, the manager responsible for hiring new reps for two large contact centers in Georgia, had an interesting theory about supervisors. He said that they fall into two categories: the “Stop Bys” and the “Drive Bys”.  The supervisors in the Stop By category managed to find the time every day, no matter how busy they were, to circulate among their reps and connect with each one. The Drive Bys did just that — they drove by their reps on their way to or from a meeting. Rarely were these supervisors around when a rep needed their help. You can guess which of the two types of supervisors had teams with high morale and low turnover.

If you aren’t already in the habit of checking in with each person on your team (or family members) every day, try doing it this week. Here’s how: Make the rounds at the beginning of the day and greet each person with a smile. Establish eye contact. Ask how they are. Listen to their response. If you are comfortable doing it, share something about your self (not work-related).

I do need to offer a warning. If you start greeting each person every day, they will look forward to it. So much so, that if you skip a day many will wonder what’s up. They may conclude that you are angry at them. Consider yourself warned.

Supervisors: In their own words.

This morning I received the following response to a pre-meeting survey I am conducting with a team of supervisors from a call center in Florida. They are preparing to use my book, The Napkin, the Melon & the Monkey as a tool to improve the call quality scores for their center.

“I really enjoyed reading the book. I know that this book should be a training tool for anyone who deals with customer service work. I look for ways of expanding my tools as a supervisor and this book has added to
my resource of being a better person as well as a better supervisor.”

Help me write my next book!!!

I am collecting material for another book — one about the impact that Aha!s have on our lives.  I could use your help. If you have read and enjoyed the book, I’d like to find out which Aha! was your favorite. Drop me a line and let me know how you have applied it at work and at home, and the benefits you’ve experienced.
Who knows? Your post may be featured in the book. Please include some info about yourself, as well as contact info in case I have a question.
Thanks!